Level 3 IT Support Engineer

About the role

Outsourcey is seeking a Level 3 IT Support Engineer to provide both remote and onsite technical assistance for its growing client base. You will own support tickets from initial response through resolution, ensuring high‑quality service for Windows workstations, servers, and cloud environments.

Key responsibilities

• Deliver Tier I‑III support for workstations, servers, printers, networks, and software applications.
• Manage and troubleshoot Microsoft 365 services, cybersecurity tools, backups, and remote access solutions.
• Perform server administration tasks such as Active Directory, Group Policy, DNS, DHCP, and file‑share permissions.
• Configure and maintain network infrastructure including firewalls, switches, VPNs, wireless networks, and VLANs.
• Monitor backup and disaster‑recovery systems, validating reliability and performance.
• Assist with client onboarding, system migrations, and deployments.
• Document processes, maintain accurate ticket notes, and suggest proactive improvements.
• Mentor junior team members and participate in after‑hours emergency support as needed.

Required profile

• Minimum 4 years of proven experience in IT support or systems administration.
• Strong knowledge of Windows environments (workstations and servers).
• Solid understanding of Active Directory, DNS, DHCP, Group Policy, and permissions.
• Experience supporting Microsoft 365 (Exchange Online, OneDrive, SharePoint, Teams, MFA).
• Good grasp of networking concepts, firewalls, VPNs, VLANs, and wireless infrastructure.
• Familiarity with backup/disaster‑recovery tools, RMM platforms, ticketing systems, and documentation tools.
• Excellent written and verbal communication skills with the ability to explain technical issues to non‑technical users.

Required skills

• Windows Server & Workstation administration
• Active Directory, DNS, DHCP, Group Policy
• Microsoft 365 suite (Exchange Online, OneDrive, SharePoint, Teams, MFA)
• Network configuration (firewalls, VPN, VLAN, wireless)
• Backup and disaster‑recovery solutions
• Remote Monitoring & Management (RMM) tools
• Ticketing and documentation platforms

What we offer

• Competitive salary
• Opportunity to shape the HR function of a rapidly growing BPO
• Collaboration with industry leaders