Key Skills

Job Description

A Level 3 Desktop Support Engineer is a senior subject matter expert who resolves complex, escalated hardware, software, and infrastructure issues. They perform root-cause analysis, design endpoint management strategies, and build automation rather than handling basic helpdesk tickets. Key Responsibilities • Escalation Resolution: Handle tier-3 tickets and complex technical problems that Level 1 and Level 2 support cannot solve. • Root-Cause Analysis: Conduct deep log analysis and kernel- or OS-level troubleshooting to stop repeat issues. • Endpoint Management: Design and deploy OS image builds, group policies, and modern management tools like Microsoft Intune, Autopilot, or SCCM. • Automation & Scripting: Write scripts (PowerShell, Bash) to automate software deployment, patching, and routine fixes. • Vendor & Engineering Liaison: Work directly with hardware/software vendors or internal engineering teams for bug fixes and patches. • Documentation: Write technical knowledge-base articles, SOPs, and system architecture guides for lower support tiers. Required Skills & Qualifications • Experience: 3 to 5+ years (or more) in IT operations, systems administration, or senior desktop support. • Operating Systems: Deep expertise in Windows (10/11, Server), macOS, and Linux/Unix environments. • Networking & Identity: Advanced knowledge of TCP/IP, DNS, DHCP, VPN, VLANs, and Active Directory / Entra ID. • Scripting Languages: Proficiency in PowerShell, Bash, or Python for task automation. • Certifications (Preferred): CompTIA (A+, Network+, Server+), Microsoft Certified (MS-102, MD-102), or ITIL certifications. • Education: Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent work experience).

Core Responsibilities

Resolve complex tier-3 hardware, software, and infrastructure issues through deep troubleshooting and root-cause analysis. Design endpoint management solutions, automate deployment and maintenance tasks, coordinate with vendors and engineering teams, and document technical procedures for lower support tiers.

Requirements

Requires 3 to 5 or more years of experience in IT operations, systems administration, or senior desktop support, with deep expertise across Windows, macOS, and Linux/Unix. Candidates should have advanced networking and identity knowledge, scripting proficiency, and preferably relevant CompTIA, Microsoft, or ITIL certifications; a bachelor's degree or equivalent experience is specified.