L3 Systems Engineer

About the role This role provides first-contact remote technical support for network, server, and end-user systems. As the first point of contact for clients, you will be responsible for accurately creating and updating support tickets and coordinating communication with engineers when assistance is available. Team members interact regularly with end-users across diverse computing environments and must clearly communicate technical issues to both technical and non-technical audiences. Key Responsibilities Communicate with customers via phone, email, and chat in a timely, courteous, empathetic, and professional manner, providing clear updates and case status throughout the resolution process. Perform first response and initial triage of customer issues, troubleshooting single-user and system-impacting incidents and accurately documenting all actions in company's tools. Perform rapid analysis of workstation-level incidents, identifying root causes and applying appropriate troubleshooting methodology. Ask clarifying questions to fully understand client concerns and escalate issues to engineers when required due to time, complexity, or skill level. Manage the daily prioritization, coding, and routing of service incidents and requests. Follow company's established best practices for task management. Set and manage client expectations throughout the troubleshooting process, maintaining a focus on both prompt resolution and world-class customer service. Develop a strong understanding of company products and their integration into client environments to ensure efficient and effective issue resolution. Work with and document diverse client computing environments, including unfamiliar workstation, server, and network configurations, to determine the fastest path to resolution. About you 3-4 years of L2 support experience in a help desk or service desk environment; MSP experience preferred. Experience with ticketing systems (e.g., ServiceNow), remote support tools (e.g., Kaseya, Ninja), and RMM platforms. Proficiency supporting Windows 10/11, macOS fundamentals, Microsoft 365 (Outlook, Teams, OneDrive), and common line-of-business applications, including Office and Outlook configuration. Working knowledge of Active Directory/Entra, mobile device configuration and troubleshooting, workstation hardware, printers, and peripherals. Basic networking knowledge, including TCP/IP, DNS, and DHCP. Strong customer service focus with the ability to clearly communicate technical concepts to non-technical users. Excellent written and verbal communication, documentation, and time-management skills. Ability to work independently and collaboratively in a team environment. Availability to work after hours or participate in on-call rotations as required. Preferred Certifications: CompTIA A+, CompTIA Network+, Microsoft 365 Fundamentals (MS-900), ITIL Foundation (v4).