L3 Engineer

Job Title: FSO Senior Engineer (L3) Role SummaryThe FSO Senior Engineer (L3) is a senior, site‑critical role responsible for delivering high‑quality, priority IT support in large and complex enterprise environments. The role combines advanced Level 3 technical expertise, strong customer engagement, and operational leadership to ensure business continuity for critical users and functions. This position operates with high autonomy, supports time‑sensitive issues, and plays a key role in maintaining service excellence at strategic locations. Key Responsibilities Priority User SupportAct as a single point of contact for high‑priority users and business‑critical IT issues.Deliver personalized, high‑quality support with rapid response and resolution.Manage incidents with urgency and professionalism, ensuring minimal business disruption. Advanced Technical Support (L3)Provide advanced Level 2/3 troubleshooting across Windows and macOS environments.Support enterprise applications, collaboration tools, mobility devices, and peripherals.Perform complex diagnostics, root‑cause analysis, and permanent fixes.Coordinate with network, security, and infrastructure teams while retaining end‑to‑end ownership. Meeting Room & Event ReadinessProvide planned support for important meetings, events, and critical business sessions when required.Ensure readiness of meeting rooms, collaboration technology, and audio/video systems.Conduct proactive checks of critical rooms and shared technology spaces. Operational LeadershipAct as the senior onsite FSO resource for large or strategic locations.Mentor and guide Band 1 and Band 2 technicians; provide escalation support and technical direction.Ensure adherence to ITIL processes, service standards, and security policies.Support local service improvements and operational stability. Availability & CoverageParticipate in on‑call and after‑hours rotations for critical incidents as required.Support users across different time zones in coordination with remote support teams. Stakeholder ManagementBuild trusted relationships with senior business stakeholders and key users.Communicate clearly and confidently during high‑pressure or high‑impact situations. Required Experience & Skills4–5+ years of enterprise end‑user computing / deskside support experience, including Level 3 exposure.Strong expertise in Windows, macOS, Office 365, collaboration platforms, and mobility solutions.Experience supporting large sites or business‑critical user groups.Excellent communication, customer service, and stakeholder‑management skills.Ability to work independently, prioritize effectively, and perform under pressure.Willingness to support after‑hours and on‑call requirements.