L3 Endpoint Support Engineer

As an L3 Endpoint Support Engineer, you will be responsible for providing expert-level technical support and management of endpoint devices. This role involves handling the most complex technical issues, developing and implementing endpoint management strategies, and ensuring the highest level of system performance and security. You will work closely with other IT teams to design and deploy endpoint solutions, mentor junior staff, and contribute to continuous improvement initiatives.

Responsibilities

· Diagnose and resolve the most complex break/fix issues, configuration problems, software installations, and hardware repairs, including coordination of offsite services (TOW).

· Handle escalated incidents from Level 2 support, providing expert troubleshooting and resolution.

· Develop and implement endpoint management strategies, including security policies, software deployment, and system updates.

· Oversee large-scale PC deployments, including adds, moves, and changes, as well as relocations for teams or entire sites.

· Analyze, troubleshoot, and resolve a wide range of hardware and software issues on desktop systems, ensuring minimal downtime.

· Collaborate with the Network, Security, Automation, MSP teams, and other business units to ensure timely issue resolution.

· Mentor and guide Associate to L2 Endpoint Engineers in daily operations and professional development.

· Conduct root cause analysis for recurring issues and implement long-term solutions.

· Stay updated with the latest industry trends and technologies to continuously improve endpoint management practices.

Qualifications and Requirements

5+ years of experience in Desktop Support or similar roles, with at least 2 years in a senior or L3 capacity.

· Strong problem-solving, reasoning, and troubleshooting abilities.

· Extensive experience with Unix-like, Mac, and Windows operating systems.

· Proficiency in managing Active Directory Users and Computers (ADUC) or LDAP.

· Familiarity with enterprise chat clients (e.g., Microsoft Teams, Skype for Business, Slack, Rocket Chat).

· In-depth knowledge of endpoint security practices and tools.

· Detail-oriented with a focus on task quality, thoroughness, and accountability.

· Ability to work efficiently under minimal supervision, ensuring timely and effective results.

· Excellent communication skills, with the ability to collaborate across teams and manage tasks effectively.

· Experience in scripting and automation (e.g., PowerShell, Bash) is a plus.

Perks and Benefits