全职 L3 Support Engineer 工作, 薪水, IITMatrix 公司招聘中 - Ricebowl

Key Responsibilities

• Act 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 & Experience

• Proven 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.