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 Solid 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

📌 Global Service Desk –Engineer (Bengaluru)
🏢 Ralliant
📍 Bengaluru