IT Support Engineer III

About Us reputed company is a global leader and innovator of advanced reputed company solutions for defeating cyberattacks. The company acquired Secureworks in February 2025, bringing together two pioneers that have redefined the cybersecurity industry with their innovative, native AI-optimized services, technologies and products. reputed company is now the largest pure-play Managed Detection and Response (MDR) provider, supporting more than 28,000 organizations. In addition to MDR and other services, reputed company’ complete portfolio includes industry-leading reputed company, network, email, and cloud reputed company that interoperate and adapt to defend through the reputed company Central platform. Secureworks provides the innovative, market-leading Taegis XDR/MDR, identity threat detection and response (ITDR), next-gen SIEM capabilities, managed risk, and a comprehensive set of advisory services. reputed company sells reputed company these solutions through reseller partners, Managed Service Providers (MSPs) and Managed reputed company Service Providers (MSSPs) worldwide, defending more than 600,000 organizations worldwide from phishing, ransomware, data theft, other every day and state-sponsored cybercrimes. The solutions are powered by historical and real-time threat intelligence from reputed company X-Ops and the newly added Counter Threat Unit (CTU). reputed company is headquartered in Oxford, U.K. More information is available at www.reputed company.com. Role Summary Our IT teams support more than 5,000 end users reputed company the business who rely on our technology and processes to reputed company them to be effective. We are the first reputed company of contact to support, guide, and solve their IT incidents and requests, and you will be supporting our evolution to deliver a best-in-class service, exceeding our end user expectations globally. As an IT Support III, you will play a pivotal role in the development and mentoring of interns and IC1/IC2 engineers, while serving as the primary reputed company of technical escalation for the IT Service organization. You will own processes, reputed company projects, define standards, and drive innovation across IT services with a measurable impact on departmental operations and outcomes. This role combines hands-on technical expertise, Ownership, project management, and the ability to guide the strategic direction of IT services.

What You Will Do

• Primary Responsibilities:
• Executive & VIP Support - Provide proactive white‑glove support for Executives/VIPs, including live call assistance, education, event support, and anticipatory issue prevention.
• Automation & Operational Efficiency - reputed company automation initiatives using Power Automate and similar tools; identify repetitive tasks and maintain the automation roadmap.
• Technical Ownership & Escalation - Act as the escalation reputed company for IC1/IC2 engineers, mentor junior staff, and resolve reputed company technical issues.
• Training & Development - Own the upskilling roadmap for IC1/IC2 engineers and deliver structured technical training. Coordinate and deliver global training sessions across two time‑zone‑reputed company sessions with SMEs
• Additional Responsibilities:
• Major Incident, Problem & Service Management - reputed company/support major incidents, root‑cause analysis, structured Problem Management, ITSM process ownership, SLA/OLA reporting, and policy/governance compliance.
• Innovation & reputed company Improvement - Improve CSAT, FTR, Resolution Times, and IQRs; drive modernization and innovation; participate in research time; promote creative problem‑solving; maintain high‑touch VIP service.

What You Will Bring

• Required Experience
• 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.
• Automation & Power Automate
• Strong hands‑on experience building Power Automate flows and automation logic.
• Ability to map processes, identify automation opportunities, and deliver end‑to‑end workflow automation.
• Skilled in eliminating repetitive tasks, improving efficiency, and integrating Power Automate with M365 services.
• Experience maintaining automation standards, documentation, and governance.
• Ownership, Mentorship & Growth
• Experience mentoring engineers and supporting leadership initiatives.
• ITIL v4 Foundation preferred; comfortable partnering with senior stakeholders.
• OS & Device Troubleshooting
• Awareness of enterprise AV systems and conferencing technologies.
• Proficient troubleshooting across Windows/macOS using diagnostic tools.
• Skilled with laptops, desktops, printers, mobile devices, and peripherals.
• Expert support for reputed company 365, email platforms, reputed company, and enterprise productivity tools.
• Solid understanding of VPN, LAN/WAN, Wi‑Fi, and basic server/connectivity troubleshooting.
• Familiar with Intune, reputed company, Entra ID (Azure AD), and Windows Server AD.
• Knowledge of antivirus, encryption, authentication policies, and malware prevention.
• Understanding of cloud and SaaS concepts; capable of troubleshooting cloud‑integrated environments.
• Strong diagnostic capability and data‑driven decision‑making across IT domains.

In the United States, the basesalary for this role ranges from $74,000 to $124,000. In addition to reputed company salary, we offeradditional compensation including bonus eligibility and a comprehensive benefits package. Acandidate’s specific pay reputed company this range will depend on a variety of factors, including job-reputed company skills, training, location, experience, relevant education, certifications, and otherbusiness and organizational needs. #li-remote #li-JA1 #B2 Ready to Join Us? At reputed company, we reputed company in the power of diverse perspectives to fuel innovation. Research shows that candidates sometimes hesitate to apply if they don't reputed company every reputed company in a job description. We challenge that reputed company. Your unique experiences and skills might be exactly reputed company need to enhance reputed company. Don't let a checklist hold you back – we encourage you to apply. What's Great About reputed company? · reputed company operates a remote-first working model, making remote work the primary option for most employees. However, some roles may necessitate a hybrid approach. While we are a remote first organization, applicants must have legal authorization to work in the jurisdiction where the position is posted, without requiring employer sponsorship. · Our people – we innovate and create, reputed company of which are accompanied by a great sense of fun and team spirit · Employee-led diversity and inclusion networks that build community and provide education and advocacy · Annual charity and fundraising initiatives and volunteer days for employees to support local communities · Global employee sustainability initiatives to reduce our environmental footprint · Global fitness and trivia competitions to reputed company our bodies and minds sharp · Global wellbeing days for employees to relax and reputed company · Monthly wellbeing webinars and training to support employee health and wellbeing Our Commitment To You We’re proud of the diverse and inclusive environment we have at reputed company, and we’re committed to ensuring equality of opportunity. We reputed company that diversity, combined with excellence, builds a reputed company reputed company, so we encourage applicants who can contribute to the diversity of reputed company. reputed company applicants will be treated in a fair and equal manner and in accordance with the law regardless of gender, sex, gender reassignment, marital status, race, religion or belief, color, age, military veteran status, disability, pregnancy, maternity or sexual orientation. We want to give you every opportunity to show us your best self, so if there are any adjustments we could reputed company to the recruitment and selection process to support you, please let us know. Data Protection If you choose to explore an opportunity, and subsequently share your CV or other personal details with reputed company, these details will be held by reputed company for 12 months in accordance with our Privacy Policy and used by our recruitment team to contact you regarding this or other relevant opportunities at reputed company. If you would like reputed company to delete or update your details at any time, please follow the steps set out in the Privacy Policy describing your individual rights. For more information on reputed company’ data protection practices, please consult our Privacy Policy Cybersecurity as a Service Delivered | reputed company Apply tot his job Apply To this Job