L3 Service Desk Engineer

• Provide advanced technical support to resolve complex IT issues for endusers including hardware software network and application problems.
  
• Act as the escalation point for L1 support taking ownership of unresolved incidents and service requests.
  
• Troubleshoot and diagnose technical problems using various tools and methodologies.
  
• Perform root cause analysis and implement solutions to prevent recurrence of issues.
  
• Manage and maintain IT infrastructure including servers networks and systems.
  
• Assist in the deployment configuration and maintenance of IT equipment and software.
  
• Monitor system performance and ensure high availability and reliability.
  
• Document and maintain technical procedures user guides and knowledge base articles.
  
• Collaborate with other IT teams to resolve crossfunctional issues and implement new technologies.
  
• Participate in oncall rotation and provide afterhours support as needed.
  
• Ensure compliance with IT policies security standards and best practices.
  
• Provide training and guidance to L1 support staff and endusers to enhance technical skills and knowledge.
  
• Stay updated with the latest industry trends and advancements in IT technologies.
  

Requirements

• Bachelor s degree in Information Technology Computer Science or a related field.
  
• At least 3 years of proven experience as an L3 Service Desk Engineer IT Support Engineer or in a similar role.
  
• Strong knowledge of IT systems including Windows and Linux operating systems Active Directory Office 365 and virtualization technologies.
  
• Proficiency in troubleshooting and resolving hardware software and network issues.
  
• Experience with remote support tools and ticketing systems.
  
• Familiarity with ITIL framework and best practices.
  
• Excellent problemsolving skills and attention to detail.
  
• Strong communication and interpersonal skills.
  
• Ability to work independently and as part of a team.
  
• Certifications such as CompTIA A Network Microsoft Certified: Modern Desktop Administrator Associate or similar are a plus.