Remote Desktop Support Service L3 Professional

Role Summary

The Remote Desktop Support Services - L3 Engineer provides expert-level technical support for complex and critical incidents within the global IT service operation. This role is responsible for resolving issues escalated beyond Level 2 support, minimizing reliance on third-party vendors through deep technical expertise, and ensuring uninterrupted IT service delivery within a global Follow-the-Sun support model.

The position plays a key role in Incident, Change, Problem, and Major Incident Management, while also driving automation initiatives, maintaining infrastructure documentation, and serving as a senior technical resource and mentor for the wider IT support team.

Key Responsibilities

• Own and resolve highly complex incidents escalated from L2 support involving infrastructure, servers, networks, and business-critical applications.
• Provide advanced remote and onsite (deskside) support requiring deep technical troubleshooting or physical intervention.
• Perform systematic root cause analysis to eliminate recurring issues and improve service stability.
• Manage and coordinate escalations with third-party vendors, hardware providers, and technology partners, ensuring timely resolution.
• Support Major Incident Management activities by providing technical expertise, investigation support, stakeholder updates, and coordination assistance.
• Troubleshoot across multiple technology layers including Windows Endpoints, Windows Server, Active Directory / Microsoft Entra ID, Microsoft 365 Services, DNS, DHCP, VPN and Remote Access Technologies, LAN, WAN, and Wi-Fi Networks, Virtualization Platforms, Endpoint Management Solutions.
• Work closely with application owners and vendors to resolve infrastructure-related application failures.
• Restore services rapidly while ensuring permanent resolution and prevention of repeat incidents.
• Participate in Change Advisory Board (CAB) reviews and provide technical risk assessments when required.
• Review proposed infrastructure and system changes, identifying potential impacts and risks.
• Lead or contribute to Problem Management investigations.
• Support Root Cause Analysis (RCA) and Post-Incident Reviews (PIRs) following major incidents.
• Monitor global infrastructure alerts during assigned coverage periods.
• Validate system-generated events and determine their impact and priority.
• Route actionable incidents to the appropriate support teams and ensure timely follow-up.
• Assist in maintaining proactive monitoring practices to reduce business disruption.
• Maintain the accuracy and integrity of Configuration Management Database (CMDB) records.
• Identify and resolve configuration item discrepancies.
• Develop, review, and maintain technical Knowledge Base (KB) articles.
• Validate L1 and L2 documentation for technical accuracy and completeness.
• Promote knowledge sharing and continuous service improvement.
• Identify repetitive operational activities suitable for automation.
• Design, develop, and implement approved scripting and automation solutions.
• Reduce manual effort, improve efficiency, and contribute to cost optimization initiatives.
• Support continuous improvement programs and operational excellence objectives.

Key Performance Indicators (KPIs)

KPI Measurement: Complex Incident Resolution Rate; Percentage of L3 tickets resolved without vendor escalation; SLA Compliance Rate; Percentage of L3 incidents resolved within agreed SLA timelines; Net Promoter Score (NPS) - Customer satisfaction score from post-resolution surveys (Target: 40); Vendor Escalation Rate; Percentage of incidents requiring third-party engagement; Monitoring Alert Coverage Rate; Percentage of alerts reviewed, validated, and classified within target timelines; CMDB Update Compliance; Percentage of tickets closed with accurate CMDB updates; Knowledge Base Contribution; Number of approved KB articles created or reviewed monthly; Automation Savings Contribution; Measurable cost savings and efficiency gains through automation initiatives.

Qualifications & Experience

• Bachelors Degree in Information Technology, Computer Science, or a related discipline (or equivalent practical experience).
• 4-6 years of experience in: Advanced Technical Support Systems Administration Infrastructure Engineering Enterprise Service Operations
• Strong technical expertise in: Server Administration Networking Endpoint Management Microsoft Technologies Enterprise Infrastructure Services
• Solid understanding of ITIL v4 practices, particularly: Incident Management Change Management Problem Management
• Experience with: ITSM Platforms CMDB Administration Monitoring Tools Scripting and Automation Technologies
• Excellent written and verbal communication skills in English.

Desirable

• Additional language proficiency (Spanish, Portuguese, French, German, or other major business languages).
• Experience supporting global, multi-region IT environments operating under a Follow-the-Sun model.

Preferred Certifications

• ITIL 4 Foundation (or higher)
• Microsoft Azure Certification
• Microsoft Windows Server Certification
• CompTIA Network+
• CompTIA Security+
• Cisco CCNA (or equivalent networking certification)

Key Competencies

• Deep Technical Expertise
• Advanced Troubleshooting & Root Cause Analysis
• Structured Problem Solving
• Change Risk Assessment
• Major Incident Management
• Proactive Monitoring & Service Reliability
• Automation & Continuous Improvement
• Technical Documentation & Knowledge Sharing
• Collaboration & Stakeholder Management
• Coaching and Technical Mentorship
• Customer Service Orientation
• Strong Communication Skills

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.