About the role
Job Title: FSO Senior Engineer (L3)
Role Summary The 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 Support
- Act 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 Readiness
- Provide 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 Leadership
- Act 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 & Coverage
- Participate 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 Management
- Build trusted relationships with senior business stakeholders and key users.
- Communicate clearly and confidently during high‑pressure or high‑impact situations.
- Handle sensitive information with discretion and professionalism.
Success Measures
- High satisfaction scores from priority users and stakeholders.
- Consistent achievement or over‑achievement of SLA targets.
- Reduced escalations and improved first‑time resolution.
- Demonstrated reliability during critical incidents and business events.
Required Experience & Skills
- 4-5+ 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.
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