L3 Support Engineer

Key ResponsibilitiesAct as the internal escalation point for complex incidents and problems across Windows Server, virtualisation, infrastructure networking and SDN (VXLAN encapsulation) platforms.Perform root cause analysis on recurring or high-impact issues and drive permanent resolution through problem management.Own escalated tickets through to resolution, maintaining clear communication with customers and internal teams throughout.Liaise with Microsoft and other third-party vendors on escalated support cases.Mentor and provide technical guidance to Level 1 and Level 2 engineers, contributing to knowledge base articles and runbooks.Proactively identify risks, single points of failure, and improvement opportunities within supported environments.Drive continuous improvement, through improved workflows and automation.Essential Skills & ExperienceProven hands-on experience designing, deploying, and supporting complex, clustered Windows Server environments, where Hyper-V is the primary hypervisor.Strong Windows Server expertise (2016–2025), including Active Directory Domain Services, Group Policy, DNS, DHCP, certificate services, failover clustering, and Hyper-V.Demonstrable experience operating at a third-line level: advanced troubleshooting, log analysis, and structured root cause analysis.Experience producing clear technical documentation to a professional standard.Excellent communication skills, with the ability to explain complex technical issues to both technical and non-technical audiences.