The Role
Provides Level 3 technical support by remediating monitoring alerts, security vulnerabilities, missing patches, hardware and software issues, and infrastructure updates. Troubleshoots Windows servers, networks, Hyper-V, and VMware environments; supports remote deployments and emergency outages; performs after-hours changes; documents resolutions; creates technical documentation; and recommends process improvements. Requires permanent night-shift availability and willingness to work remotely long term.
Summary Generated by Built In
SUMMARY
The L3 Support Engineer role is a fast-paced
technical support resource specializing in the immediate response to technical
issues presented by end-users.
JOB RESPONSIBILITIES
- Remediate alerts presented from the company’s
monitoring platforms
- Remediate security vulnerabilities provided by
the company security team
- Remediate missing patching and updates
presented by the company’s centralized service team
- Assist with remote deployment tasks such as
installation of applications, system configuration, etc., before physical
deployment
- Perform remote troubleshooting of hardware
& software issues submitted by end-users
- Perform system and appliance updates such as
Server OS upgrades, network device firmware updates, and other hardware updates
- Hyper-V and VMware hypervisor troubleshooting
and upgrades
- Assist with after-hours configuration changes
submitted by the company engineers
- Engage with the client, vendor, or company
contacts in events of emergency outages as defined by escalation plans unique
to each client
- Document problem resolution and the entire
process within the company’s ticketing platform
- Create technical documentation for client
processes, systems, and software tools, monitoring servers and desktops.
Communicate with vendors of company tools to remediate issues immediately
- Recommend improvements to support the process
QUALIFICATIONS
- Effectively communicate company value
proposition and suite of offerings
- Arrive on time or early to the office, client
meetings, and training sessions
- Refrain from using unacceptable language and
dialogue
- Maintain a professional demeanor under stress
- Adhere to client standard operating procedures
- Strong listening skills
- Strong documentation
- Effectively communicate technical information
to non-technical audiences
- Operate effectively in a team environment
- Manage time effectively and operate with
minimal supervision
- Microsoft Server 2008+ experience
- Microsoft Active Directory & Supporting
Services (DNS, DHCP, File & Print Sharing)
- Network Technologies (understanding VPN, DNS,
DHCP, Firewall, and routing rules)
- Microsoft Server operation troubleshooting, and
light configuration experience are required
- Hyper-V & VMware hypervisor experience
- Security vulnerability review and remediation
- Microsoft Windows 7, 8, 10, and 11 desktop
experience
- Microsoft Office 2010+ experience
JOB REQUIREMENTS
- Should be willing to accept a long-term
work-from-home arrangement.
- Should be amenable to a permanent night shift
schedule.
Skills Required
- Strong written and verbal communication skills, including explaining technical information to non-technical audiences
- Strong documentation and listening skills
- Ability to work effectively in a team and with minimal supervision
- Effective time management and professional demeanor under stress
- Ability to adhere to client standard operating procedures
- Microsoft Windows Server 2008 or later experience
- Microsoft Active Directory and supporting services experience, including DNS, DHCP, and file and print sharing
- Network technology experience, including VPN, DNS, DHCP, firewalls, and routing rules
- Microsoft Server troubleshooting and light configuration experience
- Hyper-V and VMware hypervisor experience
- Security vulnerability review and remediation experience
- Windows 7, 8, 10, and 11 desktop experience
- Microsoft Office 2010 or later experience
- Willingness to accept a long-term work-from-home arrangement
- Amenability to a permanent night-shift schedule
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The Company
What We Do
ScalableOS is an expert offshoring company that connects growth-focused businesses with exceptional global talent, providing tailored offshore staffing solutions to enhance business efficiency and drive growth.
