IT Support Engineer (Level 3)

Teceze; Los Lunas (NM); On-site; USD 70,000 - 100,000; Full time

Job summary

Teceze is seeking an experienced L3 IT Support Engineer to handle advanced technical issues, troubleshoot complex IT problems, and maintain IT infrastructure across our environments.

The role focuses on supporting Windows OS, Microsoft 365, Active Directory, networking (TCP/IP, VPN, LAN, Wi‑Fi), handling escalations, and performing root-cause analysis to resolve incidents within SLA timelines. You'll coordinate with L1/L2 teams and document incidents.

Qualifications

• 5+ years of experience in IT Support / L3 Technical Support.
• Strong knowledge of Windows operating systems and hardware troubleshooting.
• Experience with Active Directory, Microsoft 365, and user administration.
• Good knowledge of networking concepts, TCP/IP, LAN, VPN, and Wi-Fi.
• Experience handling escalations and performing root cause analysis.

Responsibilities

• Provide advanced technical support for hardware, software, and operating system issues.
• Troubleshoot complex desktop, laptop, server, and network-related problems.
• Support Windows OS, Microsoft 365, Active Directory, and user access management.
• Handle escalated incidents and perform root cause analysis.
• Support network connectivity, VPN, LAN, and Wi-Fi troubleshooting.
• Manage system upgrades, software installations, patches, and configurations.
• Coordinate with L1/L2 support teams and other technical teams to resolve issues.
• Maintain technical documentation and incident reports.
• Ensure incidents are resolved within SLA timelines.

Skills

Windows OS

Active Directory

Microsoft 365

TCP/IP

VPN

LAN

Wi-Fi

Escalation handling

Root cause analysis

Troubleshooting

Communication skills

Server troubleshooting

Job description

We are looking for an experienced L3 IT Support Engineer to handle advanced technical issues, troubleshoot complex IT problems, and maintain IT infrastructure.

Key Responsibilities

• Provide advanced technical support for hardware, software, and operating system issues.
• Troubleshoot complex desktop, laptop, server, and network-related problems.
• Support Windows OS, Microsoft 365, Active Directory, and user access management.
• Handle escalated incidents and perform root cause analysis.
• Support network connectivity, VPN, LAN, and Wi-Fi troubleshooting.
• Manage system upgrades, software installations, patches, and configurations.
• Coordinate with L1/L2 support teams and other technical teams to resolve issues.
• Maintain technical documentation and incident reports.
• Ensure incidents are resolved within SLA timelines.

Required Skills

• 5+ years of experience in IT Support / L3 Technical Support.
• Strong knowledge of Windows operating systems and hardware troubleshooting.
• Experience with Active Directory, Microsoft 365, and user administration.
• Good knowledge of networking concepts, TCP/IP, LAN, VPN, and Wi-Fi.
• Experience handling escalations and performing root cause analysis.
• Strong troubleshooting, communication, and problem-solving skills.