Description

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

- Robust 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

#LI-MG1

📌 Global Service Desk Engineer (India)
🏢 Leading
📍 India