IT Support Engineer (Level 3)

Teceze; New Mexico; Presencial; USD 75 000 - 110 000; Tempo integral

Resumo da oferta

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

The role focuses on resolving incidents across hardware, software, networking, and user access management, with emphasis on root cause analysis and cross-team coordination.

Qualificações

• 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.

Responsabilidades

• 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.

Conhecimentos

Windows OS

Active Directory

Microsoft 365

Networking basics

Escalation handling

Troubleshooting

Communication skills

Descrição da oferta de emprego

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.