L3 Engineer (Network, System and Security)

Другое

• About the Role We are seeking an experienced and well-rounded L3 IT Support Engineer to join a growing international technology services team. In this role, you will provide advanced technical support across endpoint, server, network, security, and Microsoft cloud environments for a diverse client base.
• You will take ownership of complex incidents, perform proactive infrastructure monitoring, manage user administration, support scheduled infrastructure maintenance, and collaborate with senior technical teams when escalation is required. This role is ideal for a technically capable engineer who can work independently, apply sound judgement, and consistently deliver a high standard of service.
• About the Client You will be working with an established UK-based technology management consultancy that helps organisations operate, secure, modernise, and transform their technology environments. The organisation combines responsive IT support with strategic technology leadership, proactive monitoring, cybersecurity, and long-term technology planning. Its customer-focused approach serves organisations across multiple industries and places strong emphasis on dependable service, transparent communication, and continual improvement.
• Ideal Profile
• Experience & Technical Expertise
• Significant experience in an MSP, service desk, network operations, or multi-client IT support environment
• Strong L3 troubleshooting capability across endpoints, servers, networks, and Microsoft cloud services
• Proven experience managing high-priority incidents within defined service levels
• Strong knowledge of Microsoft 365 and Windows desktop and server environments
• Solid understanding of Active Directory and user administration
• Strong networking knowledge covering TCP/IP, DNS, DHCP, VPNs, VLANs, firewalls, switches, wireless networks, and remote connectivity
• Experience with VMware ESXi and/or Microsoft Hyper-V
• Strong understanding of server patching, maintenance, and restart procedures
• Experience with ticketing, PSA, RMM, remote-access, and knowledge-management platforms
• Desirable Technical Experience
• HaloPSA
• N-able N-central
• ConnectWise ScreenConnect
• Passportal
• Cisco Meraki
• Cisco AnyConnect, Umbrella, and Duo
• SonicWall and Aruba networking
• Microsoft Defender and SentinelOne
• Darktrace
• Microsoft Teams Voice
• Google Workspace, ChromeOS, Google Chat, and Google Meet
• Hospitality technology environments, including PMS, POS, and payment terminals
• Soft Skills
• Strong written and verbal English communication skills
• Excellent ticket documentation and escalation discipline
• Calm and methodical approach to high-priority incidents
• Ability to work independently and make sound technical decisions
• Proactive approach with the initiative to investigate beyond basic scripted troubleshooting
• Ability to learn unfamiliar technologies and adapt quickly across different customer environments
• Strong reliability, ownership, and accountability
• Comfortable collaborating with wider technical teams while working independently
• Responsibilities
• Incident Support
• Respond to incidents received through phone, email, customer portals, and RMM-generated cases
• Provide technical support across user, endpoint, server, network, security, and cloud environments
• Troubleshoot and resolve high-priority incidents involving account access, applications, printing, connectivity, PMS, POS, payment devices, and LAN/WLAN/WAN environments
• Perform structured troubleshooting and capture comprehensive diagnostic information
• Take ownership of incidents through resolution or appropriate escalation
• Escalate issues beyond your technical capacity with complete and accurate handover information
• Vendor & Supplier Management
• Liaise with third-party vendors and suppliers through support portals and telephone channels
• Follow up outstanding vendor tickets and technical issues
• Coordinate with PMS, POS, Wi-Fi, connectivity, and other technology vendors where required
• Maintain ownership and provide appropriate updates until issues are resolved or handed over
• Proactive Monitoring & Support
• Monitor client infrastructure and alerting platforms for high-priority incidents and potential service issues
• Monitor UPS systems, ISP equipment, firewalls, switches, wireless infrastructure, and access points
• Monitor user and administrator accounts, email systems, and security platforms
• Investigate alerts indicating potential malicious activity or compromised accounts
• Take appropriate proactive action in accordance with incident management and escalation procedures
• User Administration
• Perform routine user administration and access management activities
• Create and manage shared mailboxes and distribution groups
• Manage delegate permissions, user access, and relevant Microsoft Exchange and Google environment settings
• Add and modify Microsoft 365 and Exchange licences