L3 Service Desk Engineer (LTAM)

About the role

We are seeking an experienced L3 Service Desk professional to deliver advanced technical support to end‑users. The role involves handling complex incidents, managing Microsoft 365 services, and ensuring device compliance across the organization.

Key responsibilities

• Provide Level 2 and Level 3 technical support via ticketing systems, remote tools, phone and email.
• Administer Microsoft Intune for device enrollment, compliance policies, application deployment and endpoint security.
• Support and manage Microsoft 365 services including Exchange Online, Teams, OneDrive and SharePoint.
• Handle Azure Active Directory / Entra ID user management, role assignments and access controls.
• Configure and troubleshoot Group Policy Objects (GPOs).
• Support Azure Virtual Desktop (AVD) environments.
• Perform basic network troubleshooting (DNS, DHCP, VPN, connectivity).
• Diagnose and resolve printer‑related issues for network and local printers.

Required profile

• Proven experience in L2/L3 Help Desk or Desktop Support roles.
• Strong verbal and written communication skills with a customer‑centric approach.
• Excellent problem‑solving abilities and ability to work independently or with L3/Infrastructure teams.

Required skills

• Microsoft Intune (MDM) administration.
• Ticketing systems, Remote Monitoring and Management (RMM) and MSP tools.
• Microsoft 365 administration (Exchange Online, Teams, OneDrive, SharePoint).
• Azure Active Directory / Entra ID management.
• Group Policy Object (GPO) configuration.
• Azure Virtual Desktop (AVD) support.
• Basic network troubleshooting (DNS, DHCP, VPN).
• Printer troubleshooting for network and local devices.