01Overview
At ALS, we encourage you to dream big.
When you join us, youll be part of a global team harnessing the power of scientific testing and data-driven insights to build a healthier future.
Role summary
The IT Remote Support Services Engineer - Level 3 provides specialist-level technical support for the most complex and escalated incidents within the global IT service operation. This role owns the resolution of cases that cannot be resolved remotely at Level 2, contributes to the Change Management process, monitors and validates infrastructure alerts during assigned coverage windows, and serves as a senior technical reference for the broader team. The L3 Engineer drives automation opportunities and reduces reliance on third-party vendor escalation through in-depth resolution capability.
While the primary accountability of this role is service delivery within the assigned region, it operates as an integral part of the global Follow-the-Sun model. During active shift hours, the role is expected to provide coverage and support across all regions as required, ensuring uninterrupted global IT service continuity.
Key responsibilities
Complex incident resolution
Own and resolve the most technically complex incidents escalated from L2, including infrastructure, server, network, and critical application failures, with a focus on root cause elimination.Perform deskside and remote interventions for incidents requiring physical access or deep system-level troubleshooting.Manage technical escalations to third-party vendors and hardware suppliers, tracking resolutions through to closure.Change & problem management
Participate in Change Advisory Board (CAB) reviews when the Regional IT Service Delivery Manager is unavailable, providing technical assessment of proposed changes and flagging risk where applicable.Lead or support Problem Record investigations; contribute to RCA documentation and PIR completion following Major Incidents.Monitoring & alert coverage
Monitor global infrastructure alerts, validate events, and route actionable incidents into the correct resolution queue during assigned coverage windows.CMDB & knowledge
Maintain CMDB accuracy for infrastructure assets within scope; identify and correct configuration item discrepancies.Author and maintain technical Knowledge Base articles for complex scenarios; validate L1 and L2 KB submissions for technical accuracy.Automation & efficiency
Identify repetitive tasks suitable for automation or scripting; implement approved solutions to reduce manual effort and contribute to the area financial savings target.
Key performance indicators
Complex Incident Resolution RatePercentage of L3-assigned tickets resolved without requiring third-party vendor escalation.
SLA Compliance Rate - Escalated TicketsPercentage of L3 tickets resolved within defined SLA timeframes.
Net Promoter Score (NPS)NPS from automatic post-resolution surveys in the ITSM platform. Target: 40.
Escalation Rate to VendorPercentage of L3 tickets requiring external vendor engagement; lower is better.
Monitoring Alert Coverage RatePercentage of alerts reviewed and classified (actionable / informational / false positive) within defined timeframes during coverage windows.
CMDB Update Compliance RatePercentage of tickets closed with CMDB records accurately updated.
Knowledge Base ContributionNumber of KB articles authored and approved per month through the approved workflow.
Automation Savings ContributionEstimated monthly cost avoidance attributable to automations or scripted solutions implemented by this role.
Qualifications
Degree in Information Technology, Computer Science, or a related field; equivalent experience accepted.46 years of experience in advanced IT technical support, systems administration, or infrastructure engineering.Expert knowledge of enterprise infrastructure including servers, storage, networking, and endpoint management.Strong familiarity with ITIL v4 processes, particularly Incident, Change, and Problem Management.Experience with ITSM platforms, CMDB management, scripting, and automation tooling.Full professional bilingual proficiency in English required - written and spoken.Proficiency in an additional language (Spanish, Portuguese, French, German, or others) is an asset.Preferred certifications
ITIL 4 Foundation or higherMicrosoft Azure or Windows Server certificationCompTIA Network+ or Security+Cisco CCNA or equivalent
Working at ALS
The ALS team is a diverse and dedicated community united by our passion to make a difference in the world.
Our values are important to us, and shape how we work, how we treat each other and how we recognise excellence.
At ALS, youll be supported to develop new skills and reach your full potential. We invest in our people with programs and opportunities that help you build a diverse career with us.
We want everyone to have a safe, flexible and rewarding career that makes a positive impact on our people, the .
