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L3 Engineer

  • Location: Albany, 10022
  • Job Type:Contract

Posted 5 months ago

Title: L3 Engineer
Type: Contract - 3+ years
Location: Remote

Our client, a luxury fashion house, is seeking an L3 Engineer.

  • Work in close conjunction with the client’s centre of expertise (architects), the service Governance team (Technical Leader and Regional Client Success Manager) and the operations team (Command Center).
  • Ensure that the client’s infrastructure and tools used by the team are configured, installed, tested and operational. • Perform necessary proactive sanity checks, using monitoring tools, and respond to alerts in cooperation with the central Command Center.
  • Identify problems and errors prior to or when it occurs log all such problems in a timely manner with the required level of detail, and work on them toward full resolution.
  • For complex incidents, troubleshoot, analyze, assign and escalate support calls while supervising the end-to-end resolution (sometimes as a coordinator, sometimes hands in).
  • Demonstrate leadership, creativity, and good judgement in resolving a wide range of issues. Drive the team in selecting the appropriate tools, methods, and processes to solve problems.
  • Investigate third line support calls assigned, identify the root cause of incidents and problems and challenge client’s third-party providers when needed (WAN, SaaS, etc.).
  • Report and escalate issues to 3rd party vendors when necessary while ensuring that the entire organization remains in the communication loop.
  • In cooperation with the Service Governance Team and the Technical Coordinators, conduct monthly reviews of incidents and service requests, analyze and recommend improvements (lower number of tickets, faster resolution).
  • Provide continuous feedback to clients and affected parties and update all service management systems and/or portals as required.
  • Proactively identify opportunities for work or infrastructure optimisation including opportunities for automation or contribution to the Continuous Service Improvement Plan
  • Work with the Command centre to improve knowledge, expertise and good practices.
  • Oversees more junior team members performing their duties (monitoring, incidents, requests, knowledge management, etc.); if necessary, carry out job duties personally when necessary to ensure highest quality of work
  • As a worldwide product referent on predefined technologies, act as a trusted advisor to the NTT and the client’s teams by monitoring vendor roadmaps, screening EoX announcements, proposing replacement technologies and monitoring Security vulnerability announcements.
  • As a worldwide product referent on predefined technologies and Technical owner of your regional infrastructure, you act as a liaison officer between all parties to provide proactive technical guidance both internally and externally.
Technical Duties:
  • Proactive sanity checks
  • Complex incidents resolution
  • Problems resolution
  • Change execution.
  • Knowledge management associated to above (inventory, ticketing, documentation...)
Functional Duties:
  •  Coordination and communication with Command Center’ engineers, governance team, client, and 3rd parties
  • Technical and methodology escalation point for more junior Engineers.
  • Reporting on infrastructure and service
  • Contribution to continuous improvement plans
Required Experience: 
  • Solid years of work experience
  • Solid experience of Managed Services
  • Excellent working knowledge of ITIL processes
  • Excellent experience working with vendors and/or 3rd parties.
Critical Technologies: 
  • CISCO Route/Switch, Nexus 5k/6k/7k/9k 
  • Palo Alto
  • Pulse Secure
  • Fortinet
  • Cisco
  • Zscaler
  • Infoblox
  • F5 Any of the above certifications is a plus.
  • The MS Engineer (L3) is expected to gain certifications relevant to services supported. Certifications carry additional weight on candidate’s qualification for the role.
  • ITIL awareness is mandatory, more advanced ITIL certification can be obtained as part of induction.

Candidates will be responsible for following the client's COVID-19 protocols. Please refer to your MATRIX representative for specifics.

About Us

At MATRIX, we expertly match talented professionals with job opportunities to elevate careers. Since 1983, we have placed thousands of professionals at innovative clients across every industry ranging from small startups to Fortune 50 companies. It’s why we’re consistently in the top 25 of all U.S. IT staffing firms and why our consultants rate us well above the industry average, earning us ClearlyRated's Best of Staffing awards year after year. People come to us for a job, and stay with us because of our top-notch consultant care.

MATRIX is and Equal Employment Opportunity employer and provides reasonable accommodations for qualified individuals.  Supporting medical or religious documentation will be required where applicable. If you are a qualified individual with a disability, you may request a reasonable accommodation under the American Disability Act (ADA) by emailing To ensure a quick response to your request, please use the words “Accommodation request” as the subject line of your email.