Information Technology Support Engineer

Job Title – IT Support Engineer L3

Role: IT Support Engineer – L3

Duration: Initial 3 months / Ongoing

Work Mode: Onsite

Location: 4250 Messenger Loop NW, Los Lunas, NM 87031

Job Responsibilities

• Provide L3 technical support for hardware, software, and operating system issues.
• Troubleshoot desktops, laptops, peripherals, and network connectivity.
• Handle escalated incidents, ticketing, and SLA-based resolutions.
• Support device configuration, imaging, software installation, and maintenance.
• Diagnose and resolve Windows OS, TCP/IP, DNS, and DHCP issues.
• Maintain technical documentation and update incident records.
• Follow client security policies and ensure timely resolution of technical issues.

Required Skills

• Windows OS and desktop troubleshooting.
• Hardware diagnostics, repair, and replacement.
• Networking fundamentals: TCP/IP, DNS, DHCP, LAN, and Wi-Fi.
• Desktop imaging, OS installation, and software deployment.
• Active Directory and user account management.
• IT ticketing systems, incident management, and SLA compliance.
• Strong troubleshooting, communication, and customer service skills.

Experience

• Minimum 5–8 years of experience in IT support, desktop support, or technical support.
• Experience handling escalated L2/L3 technical issues in an enterprise environment.
• Hands-on experience with hardware troubleshooting, Windows OS, and networking.

Education

• Bachelor's degree in information technology, Computer Science, or a related field preferred.
• Diploma or associate degree in IT or a related discipline may be considered.
• Relevant certifications such as CompTIA A , Network , or Microsoft certifications are an advantage.