Microsoft 365 - L3 Engineer

DUTIES AND RESPONSIBILITIES:

● Monitor escalated service tickets, ensuring timely escalation and resolution

● Managing diverse computing environments across a variety of business clients

● Analyze and document unfamiliar client/server network setups, identifying the fastest path to

resolution

● Perform rapid analysis of workstation/server incidents to determine root causes

● Provide consulting to clients on certain applications, best practices, and general computing

processes

● Troubleshoot and resolve high-level workstation, server, and network issues following

standard operating procedures

● Utilize software tools and vendor-specific utilities to expedite incident resolution

● Resolution of incidents related to, but not limited to the following:

○ Mail Application/Office 365 issues

○ Azure

○ Active Directory

○ Client/Server Connectivity issues (per SOP)

○ Time Sensitive and VIP Workstation incidents

○ File Restores

○ Remote Access incidents (Citrix and Terminal Services)

○ Networked Printer Issues

Job Qualifications

QUALIFICATIONS:

● At least 5 years of relevant experience as a Systems Engineer

● Strong background in desktop and server support

● Proven experience in troubleshooting network configurations and hardware issues

● Expertise in Microsoft Server and Workstation technologies

● Ability to follow documented processes while escalating unclarified variables to management

● Excellent customer service skills with a problem-solving mindset

● Strong prioritization and task coordination skills