[Hiring] Remote Desktop Support Services - L3 Engineer @ALS

Role Description

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

• Complex Incident Resolution & Remote IT Support
  • 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.
• Change & Problem Management
  • 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.
• Monitoring & Infrastructure Alert Management
  • 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.
• CMDB & Knowledge Management
  • 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.
• Automation & 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

• Bachelor's 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

How to apply

Please apply on-line and provide a resume & cover letter that best demonstrate your motivation and ability to meet the requirements of this role.