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 setting
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, f

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