L3 Support Engineer

The L3 Support Engineer provides advanced technical support and strategic IT solutions to clients, both remotely and on-site. This role requires deep technical expertise, proactive problem-solving, and the ability to manage complex IT environments. You will act as a senior escalation point for L2 engineers, ensuring minimal disruption for clients while providing guidance and training to the support team.

• Customer Engagement & Client Management :
• Serve as a senior point of contact for critical client issues, ensuring timely resolution and high levels of client satisfaction.
• Monitor trends and recurring issues across client support requests and proactively develop solutions to reduce future incidents.
• Maintain an up-to-date understanding of client systems, SLA commitments, and expectations, ensuring communication is clear and proactive.
• Build and maintain strong relationships with key client representatives, identifying opportunities for optimisation, automation, or expansion of services.
• Collaborate with Service Centre, Professional Services, and Sales teams to identify and capitalise on new business opportunities with existing clients.
• Provide effective client education on potential IT interruptions, upcoming changes, and recommended IT strategies.
• Regularly gather and act upon client feedback to improve service delivery. 
• Advanced Technical Support & Problem Solving :
• Serve as the escalation point for complex technical issues that L2 engineers cannot resolve.
• Troubleshoot and resolve advanced hardware, software, network, and system issues across multiple platforms.
• Manage and maintain small to medium-scale client networks, ensuring system reliability and performance.
• Oversee ticket management within ConnectWise, ensuring accurate, timely, and comprehensive documentation.
• Ensure minimal disruption during onsite visits and maintenance, using careful planning and risk mitigation strategies.
• Share knowledge and best practices with the support team, mentoring L2 engineers and fostering professional development.
• Proactively identify areas for process improvement, automation, or workflow optimization to enhance operational efficiency.
• Evaluate duplicate or overlapping issues and implement solutions to prevent recurring problems.
• Stay current with new technologies, software, and hardware relevant to the client environment.
• Documentation & Reporting :
• Create clear, concise, and grammatically correct documentation of processes, solutions, and technical resolutions.
• Maintain detailed records of support jobs, including progress updates, time logs, and issue resolution notes in real time.
• Develop and maintain internal knowledge resources for the support team.

• Certificate IV, Diploma, or Degree in a relevant IT-related field.
• Minimum 6 years of progressive IT experience, including advanced technical support and network management.
• Proven ability to diagnose and troubleshoot complex technical issues under pressure.
• Experience in managing small to medium-scale client networks, with hands-on exposure to server, network, and cloud technologies.
• Relevant certifications preferred (e.g., Microsoft, Cisco, CompTIA, ITIL).
• Demonstrated ability to think strategically, plan proactively, and communicate complex technical information effectively. 

• Advanced problem-solving and analytical skills.
• Strong client relationship management and stakeholder communication.
• Mentorship and team collaboration capabilities.
• Attention to detail and ability to manage multiple priorities.
• Proactive and innovative mindset for improving processes and client experiences.