Global Service Desk – L3 Engineer

Overview

Global Service Desk L3 Engineer (Windows & Mac) acts as the final escalation point for complex incidents and service requests, supporting end-user computing and enterprise system stability across platforms.

What you'll do

• Resolve complex L3 incidents and service requests as the final escalation point.
• Diagnose and fix advanced issues across infrastructure, applications, and end-user computing.
• Perform root cause analysis (RCA) for recurring or high-impact issues.
• Lead major incident resolution and participate in war-room calls.
• Drive problem management to eliminate recurring issues.
• Monitor system health, perform proactive maintenance, and prevent incidents via trend analysis and capacity planning.
• Provide technical guidance and mentorship to junior engineers and coordinate with vendors.

What you'll need

• 8-10 years of IT support experience, including 2-3 years in L3 support.
• Strong working expertise in Windows endpoints and Active Directory.
• Knowledge of Azure AD (Entra) and Microsoft 365 (MS Teams, Outlook, MS applications).
• Networking basics including TCP/IP, VPN, DNS, and firewalls/APIs.
• ITSM tool experience with ServiceNow.
• Scripting knowledge in PowerShell and Python (PowerShell, Python preferred).
• ITIL Foundation certification (preferred).

Details

• Location: Bengaluru East, Karnataka, India.
• Working environment: 24/7 global support (shift-based).