L3 Service Desk Engineer
United States of America
Full Time
4 days ago
$34 - $39 USD
H1B Sponsor Likely
Key skills
PowerShellBashPythonEndpoint ManagementMicrosoft IntuneJamf ProIdentity PlatformsOktaAzure ADMicrosoft 365Google WorkspaceServiceNowSailPointAPI IntegrationsAutomationRoot Cause AnalysisCross-system TroubleshootingTechnical InfluenceAzureSaaSCollaboration
About this role
Milestone Technologies is a global IT managed services firm that partners with organizations to scale their technology and infrastructure. The L3 Service Desk Engineer is responsible for resolving complex incidents, designing solutions, automating workflows, and driving systemic improvements across the service desk.
Responsibilities:
- Serve as the highest escalation point (L3) for complex, cross-system issues
- Troubleshoot across end-to-end environments (endpoint → identity → network → SaaS)
- Debug issues at a system level, not just symptom resolution
- Develop and maintain automation scripts (PowerShell, Bash, Python)
- Build and optimize workflows and tooling (e.g., onboarding, access provisioning)
- Eliminate repeatable issues through engineering fixes vs. workarounds
- Demonstrate deep working knowledge in one or more client platforms, such as: ServiceNow (ITSM workflows, incident/request automation, integrations), SailPoint (access provisioning, identity lifecycle, certifications), Identity platforms (Okta, Azure AD), Collaboration suites (Microsoft 365, Google Workspace)
- Troubleshoot and optimize platform-level issues, including: Workflow failures and automation gaps, Integration issues between systems (APIs, provisioning flows), Access and identity-related defects
- Design and manage endpoint configurations using MDM tools like Microsoft Intune and Jamf Pro
- Troubleshoot at the OS, policy, and configuration level
- Own root cause analysis (RCA) and implement permanent fixes
- Analyze trends and proactively stabilize the environment
- Reduce ticket volume through engineering-driven improvements
- Mentor L1/L2 technicians and elevate technical capability
- Define and enforce technical standards and best practices
- Act as a bridge between support, engineering, and security teams
Requirements:
- 5–7+ years in IT support with demonstrated engineering capability
- Strong scripting experience (PowerShell required)
- Hands-on experience with: Endpoint management (Intune, Jamf), Identity platforms (Okta, Azure AD), Microsoft 365 and/or Google Workspace
- Deep expertise in at least one client platform (e.g., ServiceNow, SailPoint)
- Proven ability to: Debug cross-system issues, Work with APIs and integrations, Reduce incidents through automation and system improvements
- Bash scripting experience
- Python scripting experience