Support Services Engineer L3

📋 Description

• Own and resolve highly complex L3 incidents escalated from Level 2, including infrastructure
• Perform advanced remote and deskside troubleshooting, including interventions requiring physical
• Drive incidents toward permanent resolution by identifying root causes and eliminating recurring
• Coordinate technical escalations with third-party vendors and hardware providers, ensuring issues
• Participate in Change Advisory Board (CAB) activities when required, assessing proposed changes
• Lead or contribute to Problem Management investigations, including root cause analysis and

🎯 Requirements

• Bachelor’s degree in Information Technology, Computer Science, or a related discipline; equivalent
• 4–6 years of experience in advanced IT technical support, systems administration, infrastructure
• Expert-level understanding of enterprise infrastructure, including servers, storage, networking
• Strong experience troubleshooting complex infrastructure and system-level issues in enterprise
• Solid understanding of ITIL practices, particularly Incident, Change, and Problem Management.
• Experience working with IT Service Management (ITSM) platforms and Configuration Management

🎁 Benefits

• Opportunity to work in a global IT service environment supporting geographically distributed
• Exposure to complex enterprise infrastructure spanning servers, storage, networking, endpoints
• Opportunity to operate at L3 and develop advanced technical troubleshooting and infrastructure
• Collaboration with international technical teams and stakeholders through a global Follow-the-Sun
• Opportunities to contribute to automation, process improvement, knowledge management, and
• Professional development opportunities to expand technical and IT service management skills.