L3 Support Engineer

We are seeking an ambitious and highly motivated Level 3 Support Engineer to join their company. You must be someone who likes challenges, adapts well to change and values career and personal growth. Dijital Team is a company that values and rewards honest hard work, we expect you to learn and adapt to our company values at all times.

Duties and Responsibilities:

• Act as an escalation point for Levels 1 and 2 (approx. 10 tickets per week)
• M365 configurations troubleshooting o Intune configuration troubleshooting
• Network configuration troubleshooting
• Enterprise Application configuration including SSO in MS Entra o Assist clients with security frameworks requirements o
• Troubleshooting SOPHOS firewalls
• Troubleshoot Ubiquiti UniFi network devices
• Design, deliver and implement IT projects
• MS365 migration
• Setting up Intune
• File server migration
• Migration to SharePoint
• Disaster recovery o Configure networking firewall
• Assist Technical Manager with research on projects
• Maintain excellent customer relations with all customers
• Demonstrate a high degree of professional conduct at all times
• Monitor and track service tickets to ensure resolution occurs within the defined SLA and scope of services
• Monitor and track system alerts and logs
• Identify and remediate system vulnerabilities
• Create, update, and maintain IT documentation including but not limited to as-builts, diagrams, and knowledge base – SharePoint & IT Boost
• Identify and resolve the root cause of issues to prevent them from repeating
• Maintain accurate timesheets 

Required Experience/Skills:

• Technical/tools/software: Mandatory:
• Microsoft 365
• Microsoft Intune
• Router/firewall administration
• Network administration
• Endpoint protection – Defender
• Microsoft Servers/Desktop OS
• Nice to Have:
• RMM product (ConnectWise Automate is highly desirable)
• Experience with a ticketing system (ConnectWise Manage is highly desirable)
• Microsoft Azure
• Microsoft PowerShell
• Cloudflare products
• Microsoft Azure Virtual Desk (AVD) or other VDI products
• Microsoft 365 Teams Phone System
• Microsoft Power Automate
• Microsoft Sentinel or other SIEM products (highly desirable)
• Security frameworks such as CIS/NIST
• Ubiquiti UniFi
• MAC experience
• ITI
• Experience/Background:
• Minimum of 7+ years of experience in a managed services provider environment or an IT provider working with multiple customers
• Education in relevant IT course(s) / certifications are a definite advantage
• Confident and experienced working with M365
• Ability to learn and implement new technologies independently
• Ability to contribute to ongoing service improvements
• Soft Skills:
• Excellent English, verbal and written communication skills
• High attention to detail
• Strong technical troubleshooting and Problem-solving skills
• Inquisitive, Fast Learner, Independent Performer: Quickly grasp new concepts and excel with minimal oversight.
• Ability to multitask and manage time effectively in a fast-paced environment
• Someone that strives to get things complete
• Self-starter and ability to work autonomously and collaboratively as a team
• Certifications:
• Microsoft 365 Expert and Azure Associate or similar certification
• Networking/Firewall or similar certification
• Cyber security certification
• Strong desire to further obtain technical certification