Role Summary

The L3 Service Desk Engineer operates at the intersection of support and engineering, responsible not only for resolving complex incidents but also for designing solutions, automating workflows, and driving systemic improvements across the service desk. This role owns root cause resolution and reduces dependency on reactive support.

Key Responsibilities

Advanced Technical & Engineering Support

• Serve as the highest escalation point (L3) for complex, cross-system issues
• Troubleshoot across end-to-end environments (endpoint → identity → network → SaaS)
• Debug issues at a system level, not just symptom resolution

Engineering & Automation (Critical)

• Develop and maintain automation scripts (PowerShell, Bash, Python)
• Build and optimize workflows and tooling (e.g., onboarding, access provisioning)
• Eliminate repeatable issues through engineering fixes vs. workarounds

Client Platform Expertise (Required)

• Demonstrate deep working knowledge in one or more client platforms, such as:
  • ServiceNow (ITSM workflows, incident/request automation, integrations)
  • SailPoint (access provisioning, identity lifecycle, certifications)
  • Identity platforms (Okta, Azure AD)
  • Collaboration suites (Microsoft 365, Google Workspace)
• Troubleshoot and optimize platform-level issues, including:
  • Workflow failures and automation gaps
  • Integration issues between systems (APIs, provisioning flows)
  • Access and identity-related defects

Endpoint & Systems Engineering

• Design and manage endpoint configurations using MDM tools like
  Microsoft Intune and Jamf Pro
• Troubleshoot at the OS, policy, and configuration level

Problem Management & Root Cause Ownership

• Own root cause analysis (RCA) and implement permanent fixes
• Analyze trends and proactively stabilize the environment
• Reduce ticket volume through engineering-driven improvements

Leadership & Technical Influence

• Mentor L1/L2 technicians and elevate technical capability
• Define and enforce technical standards and best practices
• Act as a bridge between support, engineering, and security teams

Required Qualifications

• 5–7+ years in IT support with demonstrated engineering capability
• Strong scripting experience (PowerShell required; Bash/Python preferred)
• Hands-on experience with:
  • Endpoint management (Intune, Jamf)
  • Identity platforms (Okta, Azure AD)
  • Microsoft 365 and/or Google Workspace
• Deep expertise in at least one client platform (e.g., ServiceNow, SailPoint)
• Proven ability to:
  • Debug cross-system issues
  • Work with APIs and integrations
  • Reduce incidents through automation and system improvements