Remote Support Services Engineer L3

Overview

The IT Remote Support Services Engineer - Level 3 provides specialist-level technical support for the most complex and escalated incidents within the global IT service operation. The role owns resolution of cases that cannot be resolved remotely at Level 2, supports change and problem management, monitors infrastructure alerts, and serves as a senior technical reference within the global Follow-the-Sun model.

What you'll do

• Own and resolve the most technically complex incidents escalated from L2, including infrastructure, server, network, and critical application failures, with a focus on root cause elimination.
• Perform deskside and remote interventions for incidents requiring physical access or deep system-level troubleshooting.
• Manage technical escalations to third-party vendors and hardware suppliers, tracking resolutions through to closure.
• Participate in Change Advisory Board (CAB) reviews when the Regional IT Service Delivery Manager is unavailable, providing technical assessment of proposed changes and flagging risk where applicable.
• Lead or support Problem Record investigations and contribute to RCA documentation and PIR completion following Major Incidents.
• Monitor global infrastructure alerts, validate events, and route actionable incidents into the correct resolution queue during assigned coverage windows.
• Maintain CMDB accuracy for infrastructure assets within scope and identify and correct configuration item discrepancies.
• Author and maintain technical Knowledge Base articles for complex scenarios.
• Validate L1 and L2 KB submissions for technical accuracy.
• Identify repetitive tasks suitable for automation or scripting.
• Implement approved automation or scripting solutions to reduce manual effort and contribute to the area financial savings target.
• Provide coverage and support across all regions during active shift hours as required.

What you'll need

• Degree in Information Technology, Computer Science, or a related field; equivalent experience accepted.
• 4–6 years of experience in advanced IT technical support, systems administration, or infrastructure engineering.
• Expert knowledge of enterprise infrastructure including servers, storage, networking, and endpoint management.
• Strong familiarity with ITIL v4 processes, particularly Incident, Change, and Problem Management.
• Experience with ITSM platforms, CMDB management, scripting, and automation tooling.
• Full professional bilingual proficiency in English required - written and spoken.

Nice to have

• Proficiency in an additional language, including Spanish, Portuguese, French, German, or others.
• ITIL 4 Foundation or higher.
• Microsoft Azure or Windows Server certification.
• CompTIA Network+ or Security+.
• Cisco CCNA or equivalent.

Details

• Location: Bangalore, India.
• The role operates as part of the global Follow-the-Sun model.
• During active shift hours, the role provides coverage and support across all regions as required.
• Eligibility requires being a Citizen or Permanent Resident of the country of application, or holding or being able to obtain a valid working visa.