0345 838 7680
Support | South Africa

L3 Support Engineer

The requirement for an IT Support Engineer – L3 is to handle escalations for they possess advanced technical skills and knowledge, enabling them to handle complex issues that L1 and L2 support cannot resolve. This includes deep troubleshooting, system integrations, and advanced network configurations. They act as the final escalation point for unresolved technical issues, ensuring that all client problems are addressed efficiently and effectively. L3 engineers often engage in proactive system maintenance and optimisation, preventing potential issues before they impact clients.

Introduction
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Introduction

  

An IT Support Engineer L3 provides advanced technical support and expertise to resolve complex IT issues. They act as the final escalation point within the support team, ensuring that all technical problems are addressed efficiently. This role involves deep troubleshooting, system integrations, and advanced network configurations. The L3 engineer also engages in proactive system maintenance, participates in IT projects, and mentors junior support staff.

Job responsibilities

     
  • Resolve complex technical issues that L1 and L2 support cannot handle, including deep system diagnostics and advanced network configurations.
  • Conduct thorough analysis of systems to identify root causes of issues.
  • Understand and troubleshoot issues related to TCP/IP, DNS, DHCP, and other network protocols.
  • Employ scripting languages (e.g., PowerShell, Python) to automate troubleshooting tasks.
  • Engage with external vendors for support on specialised hardware or software issues.
  • Diagnose and resolve problems with routers, switches, firewalls, and other network devices.
  • Review system logs and error messages to pinpoint problems.
  • Perform proactive maintenance and optimization of IT systems to prevent issues before they arise.
  • Participate in and sometimes lead IT projects such as system upgrades, migrations, and deployments.
  • Train and mentor L1 and L2 support staff, helping to improve their technical skills and knowledge.
  • Work closely with other IT staff and departments to resolve issues.
  • Regularly update and maintain the knowledge base with solutions to recurring issues, best practices, and detailed troubleshooting guides.
  • Ensure all documentation is clear, concise, and accessible. This includes creating new articles and updating existing ones based on the latest information and feedback.
  • Provide high-level support and ensure client satisfaction by resolving critical issues and maintaining good client relations
  • Implement and manage security measures to protect IT systems and data.
  • Apply security patches and updates to protect systems from vulnerabilities.
  • Detect and remove viruses, malware, and other security threats.
  • Monitor system performance and make recommendations for improvements.
  • Optimize system resources to improve performance.

Experience

     
  • Proven experience in an IT support role, managing a Team with at least 3-5 years in an IT Support role with a focus on advanced technical issues.
  • Hands-on experience with various IT systems, networks, and troubleshooting techniques.

Qualifications

        
  • Bachelor’s degree in IT, Computer Science, or a related field.
  • CompTIA A+ ǀ CompTIA Network+ ǀ CompTIA Security+
  • Microsoft Certified: Azure Administrator Associate
  • AWS Certified: SysOps Administrator Associate
  • Cisco Certified Network Associate (CCNA)
  • Red Hat Certified System Administrator (RHCSA)
  • ITIL 4 Foundation

Skills

         
  • In-depth knowledge of IT systems, networks, and troubleshooting.
  • Strong analytical and problem-solving skills.
  • Excellent verbal and written communication skills.
  • Ability to manage and participate in IT projects.
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In conclusion, an L3 IT Support Engineer plays a critical role in maintaining and optimizing IT systems by handling the most complex and advanced technical issues. They ensure minimal downtime and optimal performance through expert troubleshooting, in-depth analysis, and collaboration with other IT teams. Their work not only resolves immediate problems but also contributes to long-term improvements in system reliability and efficiency.
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