Support Services Engineer L3
Core
Senior technical support role resolving complex, escalated IT incidents across global infrastructure (servers, networks, storage, endpoints, applications) and driving problem management.
Role type
Senior L3 Support Services Engineer
Builds
Global IT service continuity and reliability
Domain
Enterprise IT Infrastructure & Service Management
Required skills
Advanced infrastructure troubleshooting, Root cause analysis, ITIL practices (Incident/Change/Problem Management), ITSM platforms, CMDB management, Scripting/Automation, Vendor coordination, Global Follow-the-Sun operations
Preferred skills
Additional language (Spanish/Portuguese/French/German), ITIL 4 Foundation, Microsoft Azure/Windows Server, CompTIA/Cisco certifications
Technologies
Servers, Storage, Networking, Endpoints, ITSM platforms, CMDB, Scripting tools
Responsibilities
Own and resolve highly complex L3 incidents escalated from Level 2; Perform advanced remote and deskside troubleshooting; Drive incidents toward permanent resolution by identifying root causes; Coordinate technical escalations with third-party vendors; Participate in Change Advisory Board (CAB) activities; Lead or contribute to Problem Management investigations; Monitor global infrastructure alerts and validate events; Maintain accurate CMDB records; Create and maintain technical Knowledge Base articles; Identify repetitive processes for automation.
Seniority
Senior, hands-on IC (via careerplan.io/jobs/3661013b-0b68-4451-88ad-1c29d5cb874a-support-services-engineer-l3-at-jobgether)
