About the Role
We are seeking an experienced and solutions-driven 3rd Line Support Engineer to provide advanced technical support and act as the final escalation point for complex IT issues. This role focuses on diagnosing critical incidents, maintaining infrastructure stability, and implementing long-term fixes. The ideal candidate brings deep technical expertise across systems, networks, and cloud environments.
Key Responsibilities
* Act as the escalation point for complex incidents from L1 and L2 teams
* Diagnose and resolve advanced technical issues across infrastructure, systems, and applications
* Perform root cause analysis and implement permanent solutions
* Manage and maintain servers, virtual environments, and enterprise systems
* Support system upgrades, patching, and performance optimization
* Collaborate with infrastructure, security, and development teams
* Maintain detailed documentation of incidents, fixes, and processes
* Ensure adherence to SLAs, IT policies, and security standards
* Identify and implement automation and process improvements
Required Qualifications
* Bachelor’s degree in Information Technology, Computer Science, or a related field
* Minimum 4–6+ years of experience in IT support with strong exposure to L3 environments
* Advanced knowledge of Windows/Linux operating systems and enterprise infrastructure
* Strong understanding of networking concepts (DNS, DHCP, TCP/IP, VPNs)
* Experience with virtualization technologies and enterprise systems
* Excellent troubleshooting, analytical, and problem-solving skills
* Strong communication and stakeholder management abilities
* Mandatory Certification (at least one):Microsoft Certified: Azure Administrator Associate
* Cisco Certified Network Associate (CCNA) or higher
* ITIL Foundation / ITIL Intermediate
* VMware Certified Professional (VCP)
Preferred Qualifications
* Experience with Microsoft Azure, Amazon Web Services, or Google Cloud Platform
* Familiarity with monitoring tools (e.g., Nagios, Zabbix, SolarWinds)
* Experience with scripting or automation (PowerShell, Bash, Python)
* Knowledge of cybersecurity tools and best practices
* Experience in managed services or 24/7 support environments
Skills
* Advanced Troubleshooting & Incident Management
* Infrastructure & Systems Support
* Networking & Virtualization
* Cloud Technologies
* Automation & Process Improvement
What We Offer
* Competitive, market-aligned compensation
* Opportunity to work on complex enterprise environments
* Career growth and certification support
* Exposure to modern cloud and infrastructure technologies
* Collaborative and performance-driven work culture
Equal Opportunity Statement
We are an equal opportunity employer. We are committed to fostering a diverse and inclusive workplace. All qualified applicants will receive consideration without regard to race, religion, gender, age, disability, or any other protected status.