The L3 Support Engineer provides advanced technical support to VIP and business users, handling complex incidents, escalations, and critical service requests. The role ensures high service quality, rapid resolution, and secure handling of executive-level systems and data.
Job Title: L3 Support Engineer
Department: IT Services / End User Computing
Role: L3 Support Engineer / VIP Support Engineer
Years of Experience: 5+ Years
Location: As per project requirement
Employment Type: Full Time

Key Skills
Expert knowledge of Windows and macOS settings
Solid experience with Microsoft 365 and collaboration tools
Advanced troubleshooting and root cause analysis skills
Knowledge of endpoint security, encryption, MFA, and secure configurations
Understanding of ITSM tools and ticketing systems

Behavioral Skills
Excellent communication and interpersonal skills
High level of professionalism and discretion
Ability to work under pressure and handle critical users
Robust documentation and reporting ability

Requirements

Qualification
Graduate in IT / Computer Science / Engineering or related field
Relevant technical certifications preferred

Responsibilities




Provide dedicated L3 technical support to VIP users and key stakeholders
Troubleshoot complex issues related to laptops, desktops, Mac systems, software, and network connectivity
Manage and resolve incidents and service requests within defined SLAs
Handle escalations from L1 and L2 teams and provide permanent fixes
Collaborate with infrastructure, security, and application teams for major issues
Maintain high customer satisfaction through proactive communication and follow-ups
Document incidents, root cause, and resolutions in the IT service management tool
Provide user guidance and training on systems and applications
Follow security and data protection standards while handling executive devices
Stay updated with new technologies, tools, and best practices
Support critical users beyond standard working hours when required. AV and VC devices support

Disclaimer : This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

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