FSO Senior Engineer

Job Title: FSO Senior Engineer (L3)

Role Summary The FSO Senior Engineer (L3) is a senior, site‑critical role responsible for delivering high‑quality, priority IT support in large and complex enterprise environments. The role combines advanced Level 3 technical expertise, strong customer engagement, and operational leadership to ensure business continuity for critical users and functions. This position operates with high autonomy, supports time‑sensitive issues, and plays a key role in maintaining service excellence at strategic locations.

Key Responsibilities Priority User Support

• Act as a single point of contact for high‑priority users and business‑critical IT issues.
• Deliver personalized, high‑quality support with rapid response and resolution.
• Manage incidents with urgency and professionalism, ensuring minimal business disruption.

Advanced Technical Support (L3)

• Provide advanced Level 2/3 troubleshooting across Windows and macOS environments.
• Support enterprise applications, collaboration tools, mobility devices, and peripherals.
• Perform complex diagnostics, root‑cause analysis, and permanent fixes.
• Coordinate with network, security, and infrastructure teams while retaining end‑to‑end ownership.

Meeting Room & Event Readiness

• Provide planned support for important meetings, events, and critical business sessions when required.
• Ensure readiness of meeting rooms, collaboration technology, and audio/video systems.
• Conduct proactive checks of critical rooms and shared technology spaces.

Operational Leadership

• Act as the senior onsite FSO resource for large or strategic locations.
• Mentor and guide Band 1 and Band 2 technicians; provide escalation support and technical direction.
• Ensure adherence to ITIL processes, service standards, and security policies.
• Support local service improvements and operational stability.

Availability & Coverage

• Participate in on‑call and after‑hours rotations for critical incidents as required.
• Support users across different time zones in coordination with remote support teams.

Stakeholder Management

• Build trusted relationships with senior business stakeholders and key users.
• Communicate clearly and confidently during high‑pressure or high‑impact situations.
• Handle sensitive information with discretion and professionalism.

Success Measures

• High satisfaction scores from priority users and stakeholders.
• Consistent achievement or over‑achievement of SLA targets.
• Reduced escalations and improved first‑time resolution.
• Demonstrated reliability during critical incidents and business events.

Required Experience & Skills

• 4-5+ years of enterprise end‑user computing / deskside support experience, including Level 3 exposure.
• Strong expertise in Windows, macOS, Office 365, collaboration platforms, and mobility solutions.
• Experience supporting large sites or business‑critical user groups.
• Excellent communication, customer service, and stakeholder‑management skills.
• Ability to work independently, prioritize effectively, and perform under pressure.
• Willingness to support after‑hours and on‑call requirements.