Support Services Engineer L3

Accountabilities: Own and resolve highly complex L3 incidents escalated from Level 2, including infrastructure, server, network, endpoint, and critical application failures. Perform advanced remote and deskside troubleshooting, including interventions requiring physical access or deep system-level investigation. Drive incidents toward permanent resolution by identifying root causes and eliminating recurring technical problems. Coordinate technical escalations with third-party vendors and hardware providers, ensuring issues are actively managed through resolution and closure. Participate in Change Advisory Board (CAB) activities when required, assessing proposed changes, identifying technical risks, and supporting safe implementation. Lead or contribute to Problem Management investigations, including root cause analysis and post-incident review documentation following major incidents. Monitor global infrastructure alerts during assigned coverage periods, validate events, distinguish actionable incidents from informational events or false positives, and route issues to the appropriate resolution teams. Maintain accurate CMDB records for infrastructure assets within scope and identify and correct configuration item discrepancies. Create and maintain technical Knowledge Base articles covering complex support scenarios and validate L1/L2 documentation for technical accuracy. Identify repetitive or manual processes that can be automated through scripting or tooling and implement approved solutions to improve efficiency and reduce operational costs. Work collaboratively within a global Follow-the-Sun support model, providing coverage across regions as required to maintain uninterrupted IT service continuity. Contribute to service-level performance through effective incident resolution, SLA compliance, customer satisfaction, monitoring coverage, knowledge sharing, and automation. Requirements: Bachelor’s degree in Information Technology, Computer Science, or a related discipline; equivalent professional experience may also be considered. 4–6 years of experience in advanced IT technical support, systems administration, infrastructure engineering, or a comparable technical environment. Expert-level understanding of enterprise infrastructure, including servers, storage, networking, endpoints, and related IT systems. Strong experience troubleshooting complex infrastructure and system-level issues in enterprise production environments. Solid understanding of ITIL practices, particularly Incident, Change, and Problem Management. Experience working with IT Service Management (ITSM) platforms and Configuration Management Databases (CMDBs). Practical experience with scripting, automation, and tools used to improve IT operational efficiency. Strong analytical and root cause analysis skills, with the ability to diagnose complex issues and develop sustainable solutions. Experience handling major incidents, technical escalations, and third-party vendor coordination. Excellent written and verbal English communication skills, with the ability to explain technical issues clearly to both technical and non-technical stakeholders. Proficiency in an additional language such as Spanish, Portuguese, French, German, or another relevant language is an advantage. Strong ownership, prioritization, problem-solving, documentation, and collaboration skills. Ability to work effectively in a global, Follow-the-Sun operating model and provide support across different regions and time zones. ITIL 4 Foundation or higher certification is preferred. Microsoft Azure or Windows Server certification is an advantage. CompTIA Network+ or Security+, Cisco CCNA, or equivalent certifications are a plus. Benefits: Opportunity to work in a global IT service environment supporting geographically distributed operations. Exposure to complex enterprise infrastructure spanning servers, storage, networking, endpoints, applications, and cloud technologies. Opportunity to operate at L3 and develop advanced technical troubleshooting and infrastructure engineering expertise. Collaboration with international technical teams and stakeholders through a global Follow-the-Sun support model. Opportunities to contribute to automation, process improvement, knowledge management, and operational cost savings. Professional development opportunities to expand technical and IT service management skills. Supportive and inclusive working environment focused on continuous learning and career development. Flexible and rewarding career environment designed to support employee growth and long-term development. Reasonable workplace adjustments and recruitment support are available for candidates who require them.