▷ [15h Left] L3 IT Support Engineer (MSP / US Shift)

Job Description About Us Technagy IT is a relationship-driven Managed Service Provider (MSP) based in Texas, delivering world-class IT services to our clients. We are expanding our global team and looking for a highly skilled Senior L3 IT Support Engineer to join our Kochi office. If you are a senior IT professional who excels at solving complex problems and wants to be the final point of escalation for our clients, we want to hear from you. The Role We are seeking a highly experienced Senior L3 Support Engineer to be a top-tier technical resource for our team. You will be responsible for handling the most complex technical issues, managing advanced server, network, and cloud infrastructure, and serving as the final escalation point for our service desk. This role requires a high degree of technical autonomy and the ability to manage and resolve high-priority incidents with minimal supervision. Important: This position is based in our Kochi office and supports our US-based clients. - Work Hours: 8:00 AM to 5:00 PM Central Time (USA), Monday to Friday. What You'll Do (Key Responsibilities) - Serve as the final escalation point for all complex technical issues across infrastructure, applications, and security. Server, Cloud & Virtualization: - Perform comprehensive Active Directory (AD) server management, including group policy, permissions, and user/device management. - Manage, maintain, and troubleshoot virtualized environments (VMware ESXi) and Remote Desktop (RDP) Servers. - Support and manage hybrid cloud environments, demonstrating strong capabilities in Microsoft Azure and AWS. - Expertly administer and provide Level-3 support for the Microsoft 365 ecosystem, including all O365 tools and securing the environment with Microsoft Defender. Network & Security: - Configure, manage, and troubleshoot advanced network infrastructure, including Fortinet, Cisco, and Meraki firewalls. - Proactively monitor, investigate, and resolve security threats using modern security tools (EDR, MDR, SIEM). - Utilize tools like Huntress to identify and remediate threats, demonstrating a deep understanding of security threat resolution. - Manage DNS, including website hosting configurations and deployments. - Diagnose and resolve complex LAN/WAN and VPN connectivity issues. Application & OS Support: - Provide advanced support for business-critical applications, including troubleshooting QuickBooks, Adobe Creative Suite, and Autodesk Revit. - Master and troubleshoot all major operating systems: Windows, macOS, and Linux. MSP Operations: - Utilize, manage, and optimize our core MSP toolset, including RMM tools and Datto Platforms (BCDR, SaaS Protection). - Lead NOC monitoring efforts, proactively identifying and addressing potential infrastructure problems. - Meticulously document all investigations, time entries, and solutions in our service ticketing system. What You Bring (Skills & Qualifications) - Experience:6+ years of previous technical support experience, ideally within an MSP environment. - Certification:You must have at least one (1) active technical certification (e.g., Microsoft, Cisco, Cisco Meraki, Fortinet, AWS, VMware, etc.). - Education: Any Degree. Professional Skills: - A must-have: The ability to work with little supervision and take ownership of complex assignments. - Excellent communication skills for interacting with US-based clients. - A confident, analytical, and professional approach to troubleshooting. Technical Skills: - Expert-level knowledge of the technologies listed in the responsibilities section. - Deep experience in advanced troubleshooting, hardware configuration, and mobile device support (iOS, Android). - Proficiency in supporting VoIP phone systems.