01Overview
About the Role
We're looking for an experienced L3 IT Service Desk Engineer to provide advanced
technical support and act as a subject matter expert within Haass's IT Service Desk
operations.
In this role, you'll handle complex incidents, perform root cause analysis, support
integrations, and drive process improvements to ensure service quality and reliability.
You'll also work closely with the L1 and L2 teams to provide guidance, technical escalation
support, and ensure adherence to ITSM best practices.
This position is ideal for someone with deep technical expertise, excellent troubleshooting
skills, and a strong understanding of enterprise IT ecosystems, SaaS platforms, and
automation workflows.
Key Responsibilities
Advanced Technical Support: Handle complex and high-priority incidents
escalated from L1/L2 engineers, ensuring quick diagnosis and resolution.
Root Cause Analysis: Conduct in-depth analysis of recurring issues and document
preventive measures and solutions.
Incident & Problem Management: Own the resolution of critical issues, participate
in post-incident reviews, and drive continuous improvement.
Automation & Scripting: Develop scripts or workflows to automate repetitive tasks
and improve operational efficiency.
API Integrations: Configure, test, and maintain integrations between ITSM tools
(e.g., Freshservice, ServiceNow) and third-party systems using REST APIs.
System Administration: Manage user access, permissions, configurations, and
policies across SaaS and infrastructure platforms.
Knowledge Management: Create and maintain documentation, SOPs, and
knowledge base articles for internal use.
Collaboration: Work with developers, IT operations, and business teams to
troubleshoot cross-platform issues.
Monitoring & Reporting: Utilize monitoring tools and dashboards to proactively
identify and resolve potential service disruptions. Mentorship: Support and mentor L1 and L2 engineers in technical troubleshooting
and best practices.
Required Qualifications & Skills
5+ years of experience in IT Service Desk, Technical Support, or Infrastructure
Management.
Strong troubleshooting skills in Windows, macOS, and Linux environments.
Experience with ITSM tools (Freshservice, Freshdesk, ServiceNow, or equivalent).
Proficiency in API integrations, scripting languages (PowerShell, Python, or Bash),
and automation workflows.
Familiarity with identity and access management (IAM), MDM/UEM tools, and
network fundamentals.
Working knowledge of cloud and SaaS platforms (Microsoft 365, Google
Workspace, JumpCloud, Azure AD, etc.).
Understanding of ITIL processes including Incident, Problem, and Change
Management.
Strong documentation, analytical, and communication skills.
ITIL V4 Foundation certification preferred.
Experience in Freshworks platform custom app or integration development is a
plus. .
