remoteonsite
IT Service Desk L3 Engineer - 66degrees
Systems Engineer
Senior L3 Service Desk Engineer responsible for advanced incident resolution, root‑cause analysis, and process improvement across Windows and Linux environments, leveraging ITIL best practices and scripting to deliver high‑quality support.
About the role
Key Responsibilities
- Diagnose and resolve complex technical incidents escalated from L1/L2 teams, ensuring minimal business impact.
- Perform root‑cause analysis and document solutions in the knowledge base for future reference.
- Collaborate with cross‑functional teams to implement process improvements and automation scripts.
- Maintain and update system documentation, runbooks, and standard operating procedures.
- Provide mentorship and guidance to junior support staff on troubleshooting techniques and best practices.
Requirements
- 5+ years of experience in a technical support or service desk environment, with at least 2 years in an L3 role.
- Strong knowledge of Windows Server, Linux, and networking fundamentals.
- Proficiency in scripting languages (PowerShell, Bash) for automation and troubleshooting.
- ITIL Foundation certification or equivalent experience in incident, problem, and change management.
- Excellent communication skills and a customer‑centric mindset.
Skills
itilwindows serverlinux