IT Support Engineer III
About the position
Our IT teams support more than 5,000 end users globally. As an IT Support Engineer III you will be the primary point of technical escalation within the IT Service organisation, supporting and guiding end users, owning processes, leading projects, defining standards and driving innovation across IT services. This role combines hands-on technical expertise, ownership, project management, and the ability to guide the strategic direction of IT services, including development and mentoring of interns and IC1/IC2 engineers.
Responsibilities
Provide proactive executive & VIP (white-glove) support including live call assistance, education, event support and anticipatory issue prevention. Lead automation initiatives using Power Automate and similar tools; identify repetitive tasks and maintain an automation roadmap. Act as the escalation point for IC1/IC2 engineers, mentor junior staff, resolve complex technical issues, and own the upskilling roadmap and global training sessions. Lead/support major incidents, root-cause analysis, structured problem management, ITSM process ownership, SLA/OLA reporting, and policy/governance compliance. Drive continuous improvement to improve CSAT, FTR, resolution times and IQRs; participate in modernization and innovation activities and maintain high-touch VIP service.
Requirements
Minimum of 5 years in IT support/engineering with executive-level, VIP or white-glove support experience. Strong foundation in modern IT practices, technologies, policies and procedures. Hands-on experience building Power Automate flows and automation logic; ability to map processes and deliver end-to-end workflow automation integrated with M365. Experience mentoring engineers and supporting leadership initiatives. ITIL v4 Foundation preferred. Proficient troubleshooting across Windows and macOS using diagnostic tools; experience with laptops, desktops, printers, mobile devices and peripherals. Expert support for Microsoft 365, email platforms, Zoom and enterprise productivity tools. Solid understanding of VPN, LAN/WAN, Wi‑Fi and basic server/connectivity troubleshooting. Familiarity with Intune, JAMF, Entra ID (Azure AD) and Windows Server AD. Knowledge of antivirus, encryption, authentication policies and malware prevention; understanding of cloud and SaaS concepts and cloud-integrated troubleshooting.
Nice-to-haves
Experience driving automation governance, maintaining automation documentation and standards, prior experience with major-incident leadership, measurable successes improving CSAT/FTR/Resolution Times, and prior experience supporting global executive/VIP audiences across multiple time zones.