Information Technology Infrastructure Engineer (L3 Support)

About the role

The company is looking for experienced L3 IT Support Engineers to deliver advanced technical support across infrastructure, applications and network environments. The role centres on resolving complex issues, performing root cause analysis, administering systems and keeping IT services highly available in line with SLAs.

Key responsibilities

• Provide advanced (L3) support for escalated hardware, software and network issues
• Troubleshoot and perform root cause analysis (RCA) on recurring and critical incidents
• Administer Active Directory (users, group policies, access control)
• Support and troubleshoot Microsoft Office 365 and related services (Exchange Online, Teams, SharePoint)
• Handle incident, problem and change management according to ITIL practices
• Monitor system performance and ensure high availability and uptime
• Work on patching, system upgrades and configuration management
• Collaborate with infrastructure, network and security teams
• Maintain documentation, SOPs and the knowledge base
• Support on-call rotations and critical incident management

Required profile

• Minimum 6 years of experience in IT Support or Infrastructure Support
• Strong troubleshooting expertise in Windows environments, hardware and enterprise applications
• Hands-on Active Directory experience (GPOs, user access, security policies)
• Solid understanding of networking concepts (DNS, DHCP, TCP/IP, VPN)
• Experience in incident management, problem management and RCA
• Ability to handle high-priority incidents and escalations, with good communication and stakeholder handling skills

Required skills

• Microsoft Office 365 administration and support
• Ticketing tools such as ServiceNow, Jira or Zendesk
• ITIL Foundation certification preferred
• Nice to have: Azure / Microsoft 365 Admin Center, Intune or SCCM, security best practices and compliance, enterprise or managed services experience