Job Summary
The L3 Desktop Support Engineer is a senior technical role responsible for handling complex end-user issues, providing escalation support from L1/L2 teams, and ensuring stability, security, and performance of end-user computing environments. This role also contributes to system improvements, automation, and documentation.
Key Responsibilities
- Act as the final escalation point for desktop/laptop-related incidents and service requests
- Troubleshoot and resolve complex hardware, software, and OS issues (Windows/macOS/Linux)
- Manage and support enterprise tools (e.g., Active Directory, SCCM, Intune, JAMF, etc.)
- Perform root cause analysis (RCA) and implement permanent fixes
- Handle VIP/Executive support with high priority and professionalism
- Manage patching, upgrades, and system deployments
- Support network-related issues (VPN, DNS, DHCP, Wi-Fi troubleshooting)
- Collaborate with infrastructure, security, and application teams
- Create and maintain technical documentation, SOPs, and knowledge base articles
- Automate repetitive tasks using PowerShell, Bash, or similar scripting tools
- Ensure compliance with IT security policies and standards
Required Skills & Experience
5-8+ years of experience in desktop/end-user support
Strong expertise in:
- Windows OS (10/11), macOS (Linux is a plus)
- Active Directory, Group Policy (GPO)
- Endpoint management tools (SCCM / Intune / JAMF)
Solid understanding of:
- Networking fundamentals (TCP/IP, DNS, DHCP, VPN)
- Hardware troubleshooting (laptops, desktops, peripherals)
Experience with ticketing systems (ServiceNow, Jira, etc.)
Scripting knowledge (PowerShell preferred)
Strong analytical and problem-solving skills
