Global Service Desk – L3 Engineer

Job Summary

We are seeking Service Desk L3 Engineer (Windows & Mac) as senior technical expert responsible for resolving complex escalations across both Windows and macOS environments. This role ensures seamless end-user computing, enterprise system stability, and cross-platform compatibility in a global IT environment

Key Responsibilities

Advanced Technical Support & Incident Management

• Act as the final escalation point for complex incidents and service requests (L3 support).
• Diagnose and resolve advanced issues across infrastructure, applications, and end-user computing.
• Perform root cause analysis (RCA) for recurring or high-impact issues.
• Lead resolution of Major Incidents and participate in war-room calls.
• Drive problem management initiatives to eliminate recurring issues.
• Ensure adherence to SLA/OLA targets and minimize downtime.
• Monitor system health using enterprise tools and perform proactive maintenance.
• Prevent incidents through trend analysis, early detection, and capacity planning.
• Provide support across enterprise technologies:

Infrastructure Expertise, Collaboration & Continuous Improvement

• Windows / Mac / Linux Servers
• Active Directory / Azure AD (Entra)
• O365 (MS Teams, Outlook, MS Applications)
• Networking (DNS, DHCP, VPN)
• Endpoint management tools (SCCM/Intune)
• Troubleshoot performance and integration issues across platforms.
• Collaborate with L1/L2 teams, IT Infrastructure, IT Security, and business units.
• Provide technical guidance and mentorship to junior engineers.
• Coordinate with vendors and third-party providers for issue resolution.
• Identify automation and self-healing opportunities.
• Contribute to knowledge base, SOPs, and documentation for continuous improvement.

Key Skills & Competencies

Technical Skills

• Strong working expertise in:
• Windows Endpoints
• Active Directory, Azure AD, Group Policy
• Microsoft 365 (MS Teams, Outlook, MS Applications)
• Networking basics (TCP/IP, VPN, DNS, firewalls/APIs)
• ITSM tools (ServiceNow)
• Scripting knowledge (PowerShell, Python) preferred
• Experience with cloud platforms (Azure/AWS) is a plus

Behavioural Skills

• Strong analytical and troubleshooting skills
• Ability to work under pressure in critical situations
• Excellent communication and documentation skills
• Customer-focused mindset
• Problem-solving attitude with attention to detail

Qualifications & Experience

• Bachelor’s degree in IT, Computer Science, or related field
• 8-10 years of experience in IT support, with at least 2–3 years in L3 support
• ITIL Foundation certification (preferred)
• Additional certifications (Microsoft, Cisco, VMware, Cloud) are an advantage

Key Performance Indicators (KPIs)

• Mean Time to Resolve (MTTR)
• First Call Resolution (FCR)
• SLA/OLA compliance
• Root Cause Analysis completion rate
• Knowledge base contributions

Working Conditions

• 24/7 global support environment (shift-based)
• Collaboration across global teams and time zones

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