JOB OVERVIEW
The L3 IT Support Engineer is an advanced technical role within a Managed Service Provider environment. This position is responsible for providing expert support, troubleshooting complex technical issues, and acting as an escalation point for Level 1 and Level 2 technicians. The L3 IT Support Engineer works closely with clients and internal teams to deliver high-quality solutions, maintain system integrity, and drive continuous improvement across IT infrastructure and service delivery.
DUTIES AND RESPONSIBILITIES
- Provide advanced troubleshooting and resolution for escalated incidents, service requests, and system outages.
- Manage and support server, network, and cloud environments, including configuration, maintenance, and optimisation.
- Perform root cause analysis on recurring or high-impact issues, implementing permanent fixes and documenting resolutions.
- Lead complex projects such as server migrations, network redesigns, and cloud deployments.
- Collaborate with vendors and third-party providers for specialised support and warranty claims.
- Monitor system performance and security, conducting regular audits and applying patches, updates, and enhancements as needed.
- Develop and maintain technical documentation, standard operating procedures, and knowledge base articles for internal use.
- Mentor and provide guidance to Level 1 and Level 2 technicians, assisting with skill development and technical escalation.
- Ensure compliance with company policies, industry standards, and regulatory requirements.
- Record time spent on each job accurately, ensuring detailed and timely entry of all work performed.
- Prepare clear, customer-facing summaries of completed work, outlining actions taken and outcomes for client transparency.
QUALIFICATIONS
- Minimum 5 years' experience in IT technical support, with at least 2 years in a Level 3 or Senior role within an MSP or similar environment.
- Perform root cause analysis on recurring or high-impact issues, implementing permanent fixes and documenting resolutions.
- Solid networking experience, including configuring and troubleshooting switches, routers, firewalls, VLANs, and fundamental network services (DNS, DHCP, TCP/IP).
- Collaborate with vendors and third-party providers for specialised support and warranty claims.
- Monitor system performance and security, conducting regular audits and applying patches, updates, and enhancements as needed.
- Develop and maintain technical documentation, standard operating procedures, and knowledge base articles for internal use.
- Mentor and provide guidance to Level 1 and Level 2 technicians, assisting with skill development and technical escalation.
- Ensure compliance with company policies, industry standards, and regulatory requirements.
- Support customers through the use of ticketing platforms such as Autotask and ServiceNow, ensuring timely and effective issue resolution.
Skills
- Knowledge of the Datto/Autotask/Kaseya suite of products including but not limited to Autotask, IT Glue, Rocket Cyber, Datto RMM.
- Microsoft 365 or Azure Administration Certification (MD-102, MS-102, MS-700. AZ-104, SC-100 or AI-900).
- Exposure to cloud-based PBX platform, especially 3CX and RingCentral.
Personal Attributes
- Proactive, solutions-driven attitude with a keen eye for detail.
- Strong problem-solving skills and the ability to remain calm under pressure.
- Commitment to ongoing professional development and staying current with emerging technologies.
- Team-oriented approach and willingness to assist colleagues and clients.
Skills Required
- Strong Level 3 IT support capability with proven experience resolving complex technical issues
- Demonstrated experience working in an MSP or similarly structured, ticket-driven environment
- Strong expertise in Microsoft technologies (e.g., Windows Server, Microsoft 365, Azure, Active Directory)
- Experience with remote monitoring and management tools and PSA systems such as Autotask (Kaseya)
- Familiarity with cybersecurity support in managed services
- Relevant certifications (e.g., Microsoft, Azure, ITIL)
What We Do
Outsource Solutions For Business hammerjack is an Australian & Philippine owned and operated offshore outsourcing services provider. Headquartered in Sydney with multiple operating offices in Makati, Manila, and Pampanga, Philippines. We specialise in providing dedicated, high performing teams and outsourced services to the global small and midsize business market. Our solutions deliver quality and consistent outcomes and are helping businesses to focus on their core competencies, reduce operating costs and deliver more value to their customers. hammerjack has been a major player in developing the new Knowledge Process Outsourcing (KPO) industry in the Philippines servicing the Australian, U.S.A and U.K markets. Over the last 7 years we have sourced trained and developed top talent focussed on the Finance, Accounting, Bookkeeping, IT and Virtual Assistant services space. Our knowledge and experience in implementing the latest technologies and systems to support the best people has led to continued success for our clients and their remote teams, all while placing information and cyber security at the forefront. Our operating model was born in the enterprise services space and has been specifically developed to cater for the small, midsize market. This experience and collaborative customer approach set business up for success, no matter where they are on their journey. We offer an enterprise level approach to continuous improvement, high performance & quality, and world class customer experience. Our ability to deliver this level of service across multiple lines of business and industry verticals is a product of our investment in people, technology and the governance that sits behind it all.
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