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