L3 Helpdesk Engineer

Overview

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An experienced IT professional responsible for providing advanced technical support and troubleshooting for end-user devices (desktops, laptops, mobile devices, printers, scanners), software applications, and company infrastructure, including Office 365, G Suite, Windows Server environments (2016/2019), and various cloud solutions. Key duties include managing help desk tickets, ensuring timely and effective communication, supporting network setup during onboarding or projects, and acting as a Level 3 escalation point. The role also involves collaborating with vendors, implementing SaaS solutions, addressing infrastructure alerts, and contributing to continuous process improvement within the IT department.

• Troubleshooting issues related to End User Devices including but not limited to: Desktops, Laptops, Mobile Devices, Printers, Scanners, Vendors, Applications, Wi-Fi and more.
• Troubleshoot issues related to Company Infrastructure such as Office 365, G Suite, Windows Server Environments (2016, 2019), Cloud Infrastructure (Cloud File Storage, Cloud authentication).
• Follow proper company procedures such as response time, escalation, communication, and documentation.
• Properly handle your ticket workspace in the help desk system - everything clean, updated, resolved properly, and generally done aesthetically.
• Provide constant communication proactively to avoid customer frustration or long time on their computers during working hours.
• Setup of networks during client onboarding or an a la carte project.
• Work with vendor technical support to resolve issues or implement new solutions.
• Implement SaaS solutions as needed.
• Attend to infrastructure issues discovered by NOC.
• Document and improve department processes.

• 7+ years of IT Experience (Desktop Support, Systems Engineering, Systems Administration).
• Helpdesk MSP experience.
• Familiarity with RMM and PSA tools (e.g., Datto, Kaseya, NinjaOne, Halo, ConnectWise, Autotask).
• End User Support / Desktop Support: Microsoft Windows, Microsoft Office, desktop and mobile device troubleshooting, Deployment, MDM.
• Support of Cloud products: Office 365, SharePoint / OneDrive, Azure, Google.
• Systems Administration: Knowledge of Microsoft Windows Server Platforms (DC, FS, TS, Print, IIS) as well as Active Directory, Group Policy.
• Basic Exchange Server, Basic SQL Server.
• Support of BDR Products: Veeam, Azure, Local NAS.
• Support of Cybersecurity products: Barracuda, Webroot, Ironscales, Axcient, Spanning.
• Basic understanding and Support of Storage and Virtualization platforms: NAS OS, Dell Equallogic, Hyper-V, VMware.
• Understanding of networking: TCP/IP, LAN / DMZ / WAN, DHCP, DNS, Routing, Switching, VPN and Firewalls.

• Should be willing to accept a long-term work-from-home arrangement.
• Should be amenable to a permanent night shift schedule.

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Information Technology
• Industries: Outsourcing and Offshoring Consulting