L3 Support Engineer - PE Firm

AGS; Greater London; On-site; GBP 55,000 - 75,000; Full time

Job summary

AGS in London seeks a Level 3 IT Support Engineer to join our transatlantic service desk, owning complex incidents and providing senior escalation cover across end-user computing, Microsoft 365, networking and cybersecurity tooling. You will implement and support enterprise AI tools, contribute to IT projects, and maintain knowledge base articles and user guidance.

Candidates should have 5+ years of enterprise IT support and strong M365 administration.

Qualifications

• 5+ years enterprise IT support with L2/L3 escalation
• Strong Microsoft 365 administration
• Experience with enterprise AI tools
• Hands-on DNS management
• ITSM documentation discipline
• Microsoft certifications advantageous

Responsibilities

• Resolve L3 escalations for end-user computing, M365, and networking
• Administer Microsoft 365 services: Exchange Online, Teams, SharePoint, OneDrive, Intune, Azure AD
• Support cybersecurity tools including Mimecast and Zscaler
• Troubleshoot DNS, DHCP, TCP/IP, VPN
• Implement and troubleshoot enterprise AI tools and produce knowledge base articles
• Operate independently with minimal onboarding; 10:00–19:00 UK hours a strong advantage

Skills

L3 support

Microsoft 365

End-user computing

DNS management

VPN troubleshooting

Incident ownership

AI tools

Tools

Mimecast

Zscaler

Azure AD/Entra ID

Intune

Exchange Online

Teams

SharePoint

OneDrive

Job description

Client

• A leading European private equity firm specialising in software and technology-enabled businesses. The firm invests in high-growth companies across enterprise software, fintech, legal technology and cybersecurity.

The Role

• The Level 3 Support Engineer will join our client’s London-based transatlantic service desk, providing senior escalation cover across end-user computing, Microsoft 365, networking and cybersecurity tooling. The position requires independent incident ownership, alongside implementing and supporting enterprise AI tools and contributing to ad hoc IT projects.

Responsibilities + Requirements

• Resolve L3 escalations across end-user computing, Microsoft 365 and networking, independently owning complex incidents through to resolution
• Administer Microsoft 365 services including Exchange Online, Teams, SharePoint, OneDrive, Intune and Azure AD/Entra ID
• Support cybersecurity tools including Mimecast and Zscaler, and troubleshoot networking issues covering DNS, DHCP, TCP/IP and VPN
• Implement and troubleshoot enterprise AI tools and integrations, producing knowledge base articles, process workflows and clear user guidance
• Candidates should bring 5+ years’ enterprise IT support experience, substantial L2/L3 escalation responsibility and strong Microsoft 365 administration skills. Enterprise AI implementation or support experience, hands‑on DNS management and ITSM documentation discipline are required. Mac/Jamf, financial‑services experience and Microsoft certifications are advantageous. Must operate independently with minimal onboarding; availability for 10:00–19:00 UK hours is a strong advantage.