remote
IT Service Desk Tier 3
Systems Engineer
Senior IT Service Desk professional providing Tier‑3 support, diagnosing complex hardware, software and network issues, managing incidents, and delivering high‑quality customer service for a multi‑site real‑estate portfolio.
About the role
Key Responsibilities
- Serve as the primary escalation point for Tier‑2 tickets, diagnosing and resolving complex Windows, Office 365, and network problems.
- Maintain and administer Active Directory, group policies, and user account lifecycle across multiple office locations.
- Manage and troubleshoot virtualization platforms (VMware/Hyper‑V) and ensure server availability.
- Utilize ticketing tools (e.g., ServiceNow) to log, track, and close incidents following ITIL best practices.
- Develop and execute PowerShell scripts to automate routine tasks and improve service efficiency.
Requirements
- 3+ years of hands‑on experience in a Tier‑3 service desk or similar technical support role.
- Strong knowledge of Windows Server, Active Directory, Office 365, and networking fundamentals.
- Proficiency with virtualization technologies and scripting (PowerShell preferred).
- Experience using ITSM platforms and adhering to ITIL incident management processes.
- Excellent communication skills and a customer‑focused attitude.
Skills
windows serveractive directory