L3 Technical Support Engineer

Job Descriptions

The provided HTML contains multiple job descriptions. Below are the refined versions of each, focusing on the key aspects of the roles.

We are seeking a Technical Support Engineer to serve as the first point of contact for incidents, problems, and changes in line with ITIL best practices. The ideal candidate will have hands-on technical support experience, strong B2B communication skills, and flexibility to work shifting schedules and rotating on-call weekends.

• Serve as the first point of technical contact for incidents, provide communications, and escalate as needed.
• Manage incidents through resolution and root cause analysis, including on-call support during shifts.
• Identify and manage problems by facilitating review sessions and preparing root cause documentation.
• Facilitate configuration and change requests following ITIL processes, including testing and release coordination.
• Maintain accurate internal documentation, runbooks, and knowledge articles to improve support quality.

Requirements include a Bachelor's degree in IT, Computer Science, or equivalent education/experience, 2+ years' experience in technical support, and strong B2B communication skills.

This role combines frontline technical support with customer service responsibilities, ensuring timely and effective resolution of customer issues. The position requires technical troubleshooting, case management, and proactive communication.

• Serve as the initial point of contact for customers, handling inquiries via phone, email, and case system.
• Troubleshoot and resolve Tier 1-level technical issues, escalating to higher tiers as necessary.
• Monitor open cases and ensure timely responses to customer follow-ups.
• Use Salesforce Service Cloud to manage and document all support interactions.

Requirements include a Bachelor's Degree in Computer Science, Computer/Electrical Engineering, or a related field, 7+ years of hands-on experience with UNIX/Linux server environments, and strong Linux systems administration skills.

The IT Support Specialist L2 provides advanced technical support and system administration across internal and client-facing systems. This role requires hands-on troubleshooting, Microsoft 365 and Active Directory administration, endpoint security, and clear communication with sensitive clients.

• Serve as the escalation point for unresolved Level 1 issues, ensuring timely resolution of complex problems.
• Troubleshoot advanced issues across Windows operating systems, Microsoft 365 services, business applications, and endpoint devices.
• Manage and prioritize tickets to meet agreed service levels.

Requirements include an Associate's or Bachelor's degree in IT, Computer Science, or related field, 3–5 years in IT support, and hands-on experience with Microsoft 365, Active Directory, endpoint security, and networking fundamentals.

This role serves as the first line of defense in maintaining service reliability and operational performance across network, application, and infrastructure layers.

• Track critical dates and milestones for provisioning processes; update system notes and workflows daily.
• Coordinate, monitor, and assist with local number porting requests and related projects.
• Maintain detailed and organized tracking records; provide status updates to internal stakeholders and clients as needed.

Requirements include excellent communication, attention to detail, and a proactive approach to service restoration and customer support.

Other job descriptions provided include positions for Technical Support Engineers, IT Support Specialists, and similar roles, each with unique responsibilities and requirements.

Note: The original HTML contained redundant information, tracking links, and site-only notices, which have been removed in this refined version to focus on the core job descriptions and requirements.