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.
skills, and a strong understanding of enterprise IT ecosystems, SaaS platforms, and
Advanced Technical Support: escalated from L1/L2 engineers, ensuring quick diagnosis and resolution.
Root Cause Analysis: Conduct in-depth analysis of recurring issues and document
Freshservice, ServiceNow) and third-party systems using REST APIs.
System Administration: Manage user access, permissions, configurations, and
policies across SaaS and infrastructure platforms.
Collaboration: Work with developers, IT operations, and business teams to
Mentorship: Support and mentor L1 and L2 engineers in technical troubleshooting
5+ years of experience in IT Service Desk, Technical Support, or Infrastructure
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),
network fundamentals.
Working knowledge of cloud and SaaS platforms (Microsoft 365, Google
Understanding of ITIL processes including Incident, Problem, and Change
ITIL V4 Foundation certification preferred.
Experience in Freshworks platform custom app or integration development is a .
