L3 Support Engineer

We are seeking an experienced L3 Support Engineer to join our technical operations team. This role is the highest escalation point within Support and is responsible for resolving complex technical issues, ensuring service stability, and contributing to the design and delivery of technical solutions.The ideal candidate will have expert-level troubleshooting capability, deep knowledge across cloud, networking, and infrastructure technologies, and the ability to support consultancy and project delivery when required. Key ResponsibilitiesExpert Troubleshooting and Escalated SupportResolve the most complex technical issues escalated from L2 teams.Lead root cause analysis (RCA) activities and deliver permanent solutions that prevent recurrence.Major Incident ManagementOwn and lead P1 incidents, ensuring rapid response, clear communication, and on-time RCA completion.Solution Design and ImplementationAssist in the design, deployment, and improvement of client infrastructures, including cloud migrations, networking upgrades, and security enhancements.Overflow and Critical SupportSupport overflow tickets and assist with critical incidents to ensure continuity of service during peak periods or outages.Networking SupportProvide advanced support across routers, switches, firewalls (including Cisco Meraki, Cisco ISR, Cisco ASA, Cisco Small Business), and VPNs (site-to-site and point-to-site).Cloud and Infrastructure SupportSupport Microsoft cloud and on-premise technologies such as Windows Desktop/Server, Exchange, Intune, RDS, Azure AD, Exchange Online, and Domain Controllers.Support extended Microsoft cloud stack including SharePoint, OneDrive, AutoPilot, Compliance and Security.Support additional cloud platforms including G-Suite, Egnyte, and Box.Vendor and Third-Party ManagementWork with vendors such as Sage, Salesforce, and SAP on behalf of clients, ensuring effective escalation and communication.Security and ComplianceImplement and enforce security best practices, support security incident response, and assist in compliance-driven initiatives.Automation and ScriptingCreate and maintain automation scripts (e.g., PowerShell, Intune) to streamline and enhance support processes.Documentation and Knowledge SharingMaintain detailed incident, change, and solution documentation.Deliver internal training and mentor L1 and L2 engineers to strengthen team capability.Proactive ImprovementAnalyse trends from incidents, lead lessons-learned sessions, and implement long-term improvements to reduce repeat issues.Change ManagementProduce and deliver RFCs within client change management frameworks, ensuring minimal disruption and clear impact communication.Out-of-Hours SupportParticipate in the out-of-hours escalation rota when required. Required QualificationsCompTIA Network+CompTIA Security+Microsoft Certified: Azure Administrator Associate (AZ-104)Microsoft 365 Administrator (MS-102)Microsoft Certified: Security, Compliance and Identity Fundamentals (SC-900)Cisco Certified Network Associate (CCNA) or equivalentBackup certification or demonstrable experience (e.g., Veeam, Commvault, Datto)Microsoft Certified: SharePoint Administrator (MS-600)Mimecast certification or relevant experience Desirable QualificationsITIL v4 CertificationBachelor’s degree in IT, Computer Science, or related disciplineMicrosoft Certified: Enterprise Administrator Expert (MS-100, MS-101)Microsoft Teams Administrator (MS-700)Additional certifications (e.g., Cisco, Google, VMware) ExperienceSignificant experience in an IT support or service desk environment, ideally within managed servicesProven ability to diagnose and resolve advanced technical issuesStrong background working with Microsoft 365, Azure, Active Directory and networking technologiesDemonstrated ability to manage escalated incidents and collaborate under pressure Key SkillsExpert troubleshooting and analytical skillsStrong understanding of networking, cloud, and infrastructure technologiesAdvanced proficiency with Microsoft 365, Azure, Intune, and SharePointKnowledge of security, compliance, and backup solutionsExcellent written and verbal communication skillsAbility to mentor and train junior engineersStrong organisational, documentation, and reporting abilitiesAbility to work independently and collaboratively under pressure