Senior L3 IT Support Engineer – AI, 365 & Cybersecurity

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

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.