L3 Service Desk Engineer

Job description

Role Summary The L3 Service Desk Engineer operates at the intersection of support and engineering, responsible not only for resolving complex incidents but also for designing solutions, automating workflows, and driving systemic improvements across the service desk. This role owns root cause resolution and reduces dependency on reactive support. Key Responsibilities: Advanced Technical & Engineering Support: - Serve as the highest escalation point (L3) for complex, cross-system issues - Troubleshoot across end-to-end environments (endpoint → identity → network → SaaS) - Debug issues at a system level , not just symptom resolution Engineering & Automation (Critical): - Develop and maintain automation scripts (PowerShell, Bash, Python) - Build and optimize workflows and tooling (e.g., onboarding, access provisioning) - Eliminate repeatable issues through engineering fixes vs. workarounds Client Platform Expertise (Required): - Demonstrate deep working knowledge in one or more client platforms , such as: - ServiceNow (ITSM workflows, incident/request automation, integrations) - SailPoint (access provisioning, identity lifecycle, certifications) - Identity platforms (Okta, Azure AD) -...