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 prospects.
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

📌 Global Service Desk –engineer Bengaluru
🏢 Ralliant
📍 Bengaluru