Offer summary

Qualifications:

Strong knowledge of Microsoft Office Suite, Entra, Intune, SharePoint, and Windows Server OS., Good understanding of applications, networking, and VOIP/telephony systems., Familiarity with security practices and solutions is critical., Strong troubleshooting, analytical skills, and clear communication abilities are essential..

Key responsibilities:

Provide advanced technical support and troubleshoot complex hardware, software, and network issues.

Liaise with customers and internal teams to ensure effective communication and support.

Drive improvements in security practices and develop accurate documentation.

Engage proactively with customers to understand their IT needs and guide them on product offerings.

Job description

This is a remote position.

3rd Line Support Engineer

Overview:

This remote role is designed for a technically skilled 3rd line support Engineer who is ready to broaden their expertise and grow into a Technical Consultant position with our client. You will play a critical part in supporting customers, delivering technical advice, and driving high standards in security, efficiency, and user experience.

Requirements

Key Responsibilities:

Provide advanced technical support, leveraging your expertise in the Microsoft Office suite (including Entra, Intune, and SharePoint) and Windows Server OS.
Troubleshoot and resolve complex hardware, software, and network issues, coordinating with senior engineers and Technical Services team as needed.
Liaise with customers and internal teams to ensure consistent, effective communication.
Drive improvements in security practices, with a strong understanding of security tools and best practices.
Develop and maintain accurate documentation, knowledge articles, and onboarding materials.
Support and guide Service Desk teams, escalating critical incidents appropriately.
Contribute to process and service improvement initiatives.
Proactively engage with customers to understand and address their IT needs, offering guidance on the CMS Group’s product and solution offerings.