IT Support Analyst IV managing technology interruptions and support for North American Contact Center. Collaborating with technology partners and providing clear communication on issues and resolutions.
About the role
- L3 Network & MSP Support Engineer overseeing enterprise client's support tickets. Troubleshooting complex issues in networking, cloud services, and Microsoft 365 for diverse sectors.
Responsibilities
- Provide advanced technical support for enterprise clients
- Own complex P1/P2 tickets escalated from L1/L2 teams
- Diagnose and resolve routing, switching, firewall, VPN, and WiFi connectivity issues
- Troubleshoot AWS and Azure connectivity and configuration issues
- Resolve Exchange Online, SharePoint, and Teams service issues
- Investigate SIEM alerts and false positives
- Mentor L1/L2 engineers on complex issues
- Create and update knowledge base articles for common issues
Requirements
- 5+ years technical support experience with enterprise infrastructure (networking, cloud, Microsoft 365, or security)
- At least 2 years hands-on MSP help desk or support environment experience
- Proven troubleshooting skills across multiple technology domains
- Strong OSI model understanding
- Ability to troubleshoot routing (BGP, OSPF), switching (VLAN, STP), and firewall (Cisco ASA, Palo Alto, Fortinet) issues
- Understand WAN/VPN technologies, WiFi, DNS/DHCP
- Hands-on AWS and Azure experience troubleshooting real-world issues
- Support experience with Exchange Online, SharePoint, Teams
- Familiarity with EDR/MDR tools (Defender for Endpoint, Huntress) and alert investigation
- Basic PowerShell for troubleshooting Active Directory, Exchange, and Intune issues
- Organized and detail-oriented
- Comfortable working a dedicated evening shift with focus and consistency.
Benefits
- opportunities for continuous learning
- chance to work with some of the best minds in the industry
Job title
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Experience level
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