The Level 3 Engineer provides advanced technical expertise across infrastructure, systems, and client environments, acting as a senior escalation point for complex support issues. The role involves working directly with customers, internal teams, and partners to design, implement, troubleshoot, and optimize hardware and software solutions, balancing hands-on execution with customer communication and service reliability. This is a full-time role that requires participation in an on-call rotation and may require travel to customer sites.
Responsibilities:
- Serve as the primary escalation point for Pod Leads after Level 1 and Level 2 troubleshooting has been exhausted.
- Provide advanced installation, configuration, support, and maintenance for physical and virtual servers, storage, routing, switching, and firewall platforms.
- Configure, administer, and optimize desktops, servers, and enterprise services such as Active Directory, DNS, DHCP, IIS, email, and authentication systems.
- Diagnose system, network, and application issues.
- Identify root causes and implement long-term, scalable solutions.
- Manage and prioritize multiple tickets, incidents, and service requests in high-pressure environments while maintaining strong documentation.
- Deliver exceptional customer service by clearly explaining technical issues and solutions to clients and stakeholders.
- Provide technical consultation and engineering assistance to the Projects Team.
- Analyze recurring incidents and recommend permanent corrective actions, automation opportunities, or infrastructure improvements.
- Develop and maintain technical documentation, SOPs, and knowledge base articles.
- Provide technical leadership by mentoring Level 1, Level 2, and Pod Leads.
- Review escalated troubleshooting.
- Respond to after-hours incidents and system outages as part of an on-call rotation.
