Support Services Engineer L3

This is a fully remote position, open to applicants in India.

📋 Description

• Provides expert-level technical assistance for the most intricate and escalated incidents within the global IT service operation.

• Takes ownership of the resolution for cases that cannot be addressed remotely at Level 2.

• Participates in the Change Management process.

• Monitors and validates infrastructure alerts during designated coverage periods.

• Acts as a senior technical resource for the wider team.

• Identifies automation opportunities and minimizes reliance on third-party vendor escalation through comprehensive resolution capabilities.

• Offers coverage and support across all regions as necessary during active shift hours.

⛳️ Requirements

• Bachelor’s degree in Information Technology, Computer Science, or a related discipline; equivalent experience will be considered.

• 4–6 years of experience in advanced IT technical support, systems administration, or infrastructure engineering.

• In-depth knowledge of enterprise infrastructure, including servers, storage, networking, and endpoint management.

• Strong understanding of ITIL v4 processes, particularly Incident, Change, and Problem Management.

• Experience with ITSM platforms, CMDB management, scripting, and automation tools.

• Full professional bilingual proficiency in English is required, both written and spoken.

• Proficiency in an additional language (Spanish, Portuguese, French, German, or others) is a plus.

🏝️ Benefits

• Flexible working hours

• Professional development opportunities