The Role
The L3 Support Engineer provides technical support, remediates alerts and vulnerabilities, troubleshoots hardware/software issues, and creates documentation.
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
- Microsoft Server 2008+ experience
- Microsoft Active Directory & Supporting Services experience
- Network Technologies understanding
- Hyper-V & VMware hypervisor experience
- Security vulnerability review and remediation
- Microsoft Windows 7, 8, 10, and 11 desktop experience
- Microsoft Office 2010+ experience
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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.
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