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

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

- Windows Endpoints

- Active Directory

- Azure AD

- Group Policy

- Microsoft 365

- Networking

- SCCM/Intune

- PowerShell

- Python

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

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

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Global Service DeskEngineer (Bengaluru)
🏢 Venture Measurement
📍 Bengaluru