Support Services Engineer L3
New
J
JobgetherEnterprise IT
Based in India, provide support across different regions and time zonesFull-TimeSenior
Salary not disclosed
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Job Details
- Languages
- Excellent written and verbal English communication skills; proficiency in an additional language such as Spanish, Portuguese, French, German, or another relevant language is an advantage.
- Experience
- 4–6 years of experience in advanced IT technical support, systems administration, infrastructure engineering, or a comparable technical environment.
- Required Skills
- Change ManagementTechnical support
Requirements
- Hold a bachelor’s degree in Information Technology, Computer Science, or a related discipline, or have equivalent professional experience.
- Have 4–6 years of experience in advanced IT technical support, systems administration, infrastructure engineering, or a comparable technical environment.
- Bring expert-level understanding of enterprise servers, storage, networking, endpoints, and related IT systems.
- Have strong experience troubleshooting complex infrastructure and system-level issues in enterprise production environments.
- Understand ITIL practices, particularly Incident, Change, and Problem Management.
- Have experience with IT Service Management (ITSM) platforms and Configuration Management Databases (CMDBs).
- Have practical experience with scripting, automation, and tools that improve IT operational efficiency.
- Be able to diagnose complex issues, perform root cause analysis, and develop sustainable solutions.
- Have experience handling major incidents, technical escalations, and third-party vendor coordination.
- Have excellent written and verbal English communication skills for explaining technical issues to technical and non-technical stakeholders.
- Be able to work effectively in a global Follow-the-Sun operating model and provide support across regions and time zones.
- ITIL 4 Foundation or higher certification is preferred; Microsoft Azure or Windows Server certification and CompTIA Network+, Security+, Cisco CCNA, or equivalent certifications are advantageous.
Responsibilities
- Own and resolve highly complex L3 incidents escalated from Level 2 across infrastructure, servers, networks, endpoints, and critical applications.
- Perform advanced remote and deskside troubleshooting, including physical-access interventions and deep system-level investigations.
- Identify root causes and eliminate recurring technical problems to drive incidents toward permanent resolution.
- Coordinate technical escalations with third-party vendors and hardware providers through resolution and closure.
- Assess proposed changes, identify technical risks, and support safe implementation through Change Advisory Board activities when required.
- Lead or contribute to Problem Management investigations, root cause analysis, and post-incident review documentation.
- Monitor global infrastructure alerts, validate events, distinguish actionable incidents from informational events or false positives, and route issues to resolution teams.
- Maintain accurate CMDB records for in-scope infrastructure assets and correct configuration item discrepancies.
- Create and maintain technical Knowledge Base articles and validate L1/L2 documentation for technical accuracy.
- Identify repetitive or manual processes for automation and implement approved solutions to improve efficiency and reduce operational costs.
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