L3 Technical Support Engineer

Overview:

Our US-based MSP client is seeking a motivated and skilled Technical Support Engineer (Level 3) to provide advanced support for their clients' IT infrastructure. This role requires strong problem-solving skills, attention to detail, and the ability to manage client servers, Fortinet networking equipment, and O365 environments.

Key Responsibilities:

• Provide Level 3 technical support for Windows systems and Linux servers.
• Manage client servers, including routine maintenance, troubleshooting, and performance monitoring.
• Support and configure Fortinet networking equipment, ensuring optimal performance and security.
• Respond to network management requests and resolve complex issues in O365 environments.
• Provide support for email filtering services, ensuring clients' email systems remain secure and functional.
• Handle escalations from Level 1 support and assist with more advanced troubleshooting.
• Participate in the on-call rotation (2-person rotation), providing after-hours support as needed.
• Collaborate with project teams to deliver technical solutions for client-specific needs.
• Ensure adherence to service-level agreements (SLAs) and provide timely updates to clients.
• Maintain detailed documentation of issues, troubleshooting steps, and resolutions in ticketing systems.
• Continuously improve technical knowledge, staying up to date with new tools and best practices in networking.

Required Qualifications:

• 3-5 years of experience in technical support or a similar role.
• Strong understanding of Windows 10 and Linux server environments.
• Proficient in networking concepts and hands-on experience with Fortinet equipment.
• Familiarity with Office 365 management and troubleshooting.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong communication skills, with an emphasis on phone-based support.
• Flexibility to participate in the on-call rotation.

Preferred Qualifications:

• Familiarity with endpoint protection platforms like SentinelOne (EDR) and knowledge of Managed Detection and Response (MDR) solutions, such as BlackPoint Cyber.
• Experience with email filtering solutions.
• Familiarity with remote monitoring and management (RMM) tools.
• Previous experience in a managed services provider (MSP) environment.

Working Conditions:

• Remote
• Graveyard Schedule
• 8:00am - 5:00pm CST