Job Description
The L3 Support Engineer provides advanced technical support to VIP and business users, handling complex incidents, escalations, and critical service requests. The role ensures high service quality, rapid resolution, and secure handling of executive-level systems and data.
- Job Title: L3 Support Engineer
- Department: IT Services / End User Computing
- Role: L3 Support Engineer / VIP Support Engineer
- Years of Experience: 5+ Years
- Location: As per project requirement
- Employment Type: Full Time
Key Skills
- Expert knowledge of Windows and macOS environments
- Strong experience with Microsoft 365 and collaboration tools
- Advanced troubleshooting and root cause analysis skills
- Knowledge of endpoint security, encryption, MFA, and secure configurations
- Understanding of ITSM tools and ticketing systems
Behavioral Skills
- Excellent communication and interpersonal skills
- High level of professionalism and discretion
- Ability to work under pressure and handle critical users
- Strong documentation and reporting ability
Requirements
Qualification
- Graduate in IT / Computer Science / Engineering or related field
- Relevant technical certifications preferred
Responsibilities
- Provide dedicated L3 technical support to VIP users and key stakeholders
- Troubleshoot complex issues related to laptops, desktops, Mac systems, software, and network connectivity
- Manage and resolve incidents and service requests within defined SLAs
- Handle escalations from L1 and L2 teams and provide permanent fixes
- Collaborate with infrastructure, security, and application teams for major issues
- Maintain high customer satisfaction through proactive communication and follow-ups
- Document incidents, root cause, and resolutions in the IT service management tool
- Provide user guidance and training on systems and applications
- Follow security and data protection standards while handling executive devices
- Stay updated with new technologies, tools, and best practices
- Support critical users beyond standard working hours when required. AV and VC devices support
