Senior Level 3 IT Support Engineer (Remote Desktop Support Services)

als • India

Remote

Apply Now

AI Summary

Lead expert-level technical support for global IT operations, resolving complex incidents, minimizing vendor reliance, and driving automation to ensure uninterrupted service delivery. Own critical incident resolution, problem management, and infrastructure improvements while mentoring junior team members. Requires 4-6 years of advanced IT support, deep technical expertise, and ITIL v4 proficiency.

Key Highlights

Expert-level remote and onsite support for global IT infrastructure, including servers, networks, and business-critical applications

Ownership of Level 3 incident resolution, root cause analysis, and major incident management with vendor coordination

Automation initiatives, knowledge management, and mentorship for IT support teams under a Follow-the-Sun model

Key Responsibilities

Resolve highly complex IT incidents escalated from Level 2, including infrastructure, servers, networks, and business-critical applications

Perform root cause analysis, root cause elimination, and post-incident reviews to improve service stability and prevent recurring issues

Lead automation initiatives by identifying repetitive tasks, designing scripting solutions, and implementing cost-saving operational improvements

Maintain CMDB accuracy, develop technical knowledge base articles, and validate L1/L2 documentation for technical accuracy

Participate in Change Advisory Board (CAB) reviews, assess change risks, and support problem management investigations

Monitor global infrastructure alerts, validate system events, and ensure timely escalation and resolution of critical incidents

Collaborate with application owners, vendors, and stakeholders to resolve infrastructure-related failures and restore services rapidly

Interested in remote work opportunities in IT & Network Engineering? Discover IT & Network Engineering Remote Jobs featuring exclusive positions from top companies that offer flexible work arrangements.

Technical Skills Required

Microsoft Technologies (Windows Server, Active Directory, Microsoft 365, Entra ID) Networking (LAN/WAN, Wi-Fi, VPN, DNS, DHCP) ITIL v4 (Incident, Change, Problem, and Major Incident Management)

Benefits & Perks

Career development programs and skill-building opportunities

Diverse, inclusive work environment with equal opportunity policies

Flexible and rewarding career with global impact

Browse our curated collection of remote jobs across all categories and industries, featuring positions from top companies worldwide.

Nice to Have

Additional language proficiency (Spanish, Portuguese, French, German)

Experience supporting global multi-region IT environments under a Follow-the-Sun model

ITIL® 4 Foundation or higher certification

Microsoft Azure, Windows Server, CompTIA Network+/Security+, or Cisco CCNA certifications

Job Description

At ALS, we encourage you to dream big.When you join us, you’ll be part of a global team harnessing the power of scientific testing and data-driven insights to build a healthier future.Role SummaryThe 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.

Want the full job description? Read the complete details on LinkedIn, the original posting.

Continue on LinkedIn

This is a short excerpt. All rights to the full description belong to its original publisher.