Global Service Desk – L3 Engineer

Job Summary

We are seeking Service Desk L3 Engineer (Windows & Mac) as senior technical expert responsible for resolving complex escalations across both Windows and macOS environments. This role ensures seamless end-user computing, enterprise system stability, and cross-platform compatibility in a global IT environment

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Key Responsibilities

Advanced Technical Support & Incident Management

• Act as the final escalation point for complex incidents and service requests (L3 support).
• Diagnose and resolve advanced issues across infrastructure, applications, and end-user computing.
• Perform root cause analysis (RCA) for recurring or high-impact issues.
• Lead resolution of Major Incidents and participate in war-room calls.
• Drive problem management initiatives to eliminate recurring issues.
• Ensure adherence to SLA/OLA targets and minimize downtime.
• Monitor system health using enterprise tools and perform proactive maintenance.
• Prevent incidents through trend analysis, early detection, and capacity planning.
• Provide support across enterprise technologies:

Infrastructure Expertise, Collaboration & Continuous Improvement

• Windows / Mac / Linux Servers

• Active Directory / Azure AD (Entra)

• O365 (MS Teams, Outlook, MS Applications)

• Networking (DNS, DHCP, VPN)

• Endpoint management tools (SCCM/Intune)

• Troubleshoot performance and integration issues across platforms.
• Collaborate with L1/L2 teams, IT Infrastructure, IT Security, and business units.
• Provide technical guidance and mentorship to junior engineers.
• Coordinate with vendors and third-party providers for issue resolution.
• Identify automation and self-healing opportunities.
• Contribute to knowledge base, SOPs, and documentation for continuous improvement.

Key Skills & Competencies

Technical Skills

• Strong working expertise in:
• Windows Endpoints
• Active Directory, Azure AD, Group Policy
• Microsoft 365 (MS Teams, Outlook, MS Applications)
• Networking basics (TCP/IP, VPN, DNS, firewalls/APIs)
• ITSM tools (ServiceNow)
• Scripting knowledge (PowerShell, Python) preferred
• Experience with cloud platforms (Azure/AWS) is a plus

Behavioural Skills

• Strong analytical and troubleshooting skills

• Ability to work under pressure in critical situations

• Excellent communication and documentation skills

• Customer-focused mindset

• Problem-solving attitude with attention to detail

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Qualifications & Experience

• Bachelor’s degree in IT, Computer Science, or related field

• 8-10 years of experience in IT support, with at least 2–3 years in L3 support

• ITIL Foundation certification (preferred)

• Additional certifications (Microsoft, Cisco, VMware, Cloud) are an advantage

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Key Performance Indicators (KPIs)

• Mean Time to Resolve (MTTR)

• First Call Resolution (FCR)

• SLA/OLA compliance

• Root Cause Analysis completion rate

• Knowledge base contributions

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Working Conditions

• 24/7 global support environment (shift-based)
• Collaboration across global teams and time zones

#LI-MG1

Ralliant Corporation Overview

Ralliant, originally part of Fortive, now stands as a bold, independent public company driving innovation at the forefront of precision technology. With a global footprint and a legacy of excellence, we empower engineers to bring next-generation breakthroughs to life — faster, smarter, and more reliably. Our high-performance instruments, sensors, and subsystems fuel mission-critical advancements across industries, enabling real-world impact where it matters most. At Ralliant we’re building the future, together with those driven to push boundaries, solve complex problems, and leave a lasting mark on the world.

We Are an Equal Opportunity Employer. Ralliant Corporation and all Ralliant Companies are proud to be equal opportunity employers. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. Ralliant and all Ralliant Companies are also committed to providing reasonable accommodations for applicants with disabilities. Individuals who need a reasonable accommodation because of a disability for any part of the employment application process, please contact us at [email protected].

Bonus or Equity

This position is also eligible for bonus as part of the total compensation package.