Job Description
As a Level 3 Service Desk Engineer, your primary role is to deliver advanced technical support and solutions to our customers. You will be responsible for resolving complex technical issues, acting as an escalation point for Level 1 and 2 engineers, and ensuring high levels of customer satisfaction. This role is suited to an experienced Level 3 Service Desk Engineer with a strong background in Microsoft cloud and infrastructure technologies.
Key Responsibilities include providing advanced technical support, leading incident resolution, mentoring junior engineers, managing helpdesk tickets, creating knowledge base articles, administering Microsoft 365, and participating in project delivery.
The ideal candidate will have exceptional communication skills, excel under pressure, possess outstanding problem-solving abilities, be proactive, and be a continual learner. Technical skills include experience with Microsoft 365, Azure Active Directory, Microsoft Intune, networking concepts, Fortinet firewall administration, and scripting/automation. Qualifications include 5+ years in a client-facing technical support role and current Microsoft 365 or Azure certifications.