Position Summary
We are seeking a Service Desk L3 to provide advanced technical support to end users and ensure the timely resolution of escalated issues across hardware, software, network, and identity systems. This role requires strong problem-solving skills, ownership of ticket workflows, and the ability to communicate clearly with US-based stakeholders.
The ideal candidate is an experienced support professional who can work independently, prioritize tasks efficiently, and deliver consistent, high-quality service in a fast-paced environment. This position involves managing an active ticket queue, performing in-depth troubleshooting, and collaborating closely with IT leadership on escalations and ongoing technical initiatives.
Job Details
Work Setup: Work from home
Schedule: Monday to Friday, 8:00 AM to 5:00 PM PST
Holidays: US Holidays
Key Responsibilities
- Independently manage and prioritize a personal ticket queue from intake through resolution, ensuring SLAs are consistently met.
- Provide Level 3 support for hardware, software, network connectivity, identity, and productivity issues for end users across the organization. Proactively follow up with end users on open tickets without needing reminders; drive tickets to closure and document root cause and resolution.
- Produce and deliver weekly reports on ticket volume, resolution times, recurring issues, and outstanding items — on schedule, without being asked.
- Administer and troubleshoot Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive), Azure AD / Entra ID, and Intune for device and identity management.
- Support and administer Active Directory and Windows Server environments, including user/group management, GPOs, and basic server troubleshooting.
- Provide full support for macOS and Apple devices, including setup, configuration, MDM enrollment, and end-user troubleshooting.
- Manage tickets within the company’s ticketing platform (ServiceNow, Jira, or Zendesk), maintaining clean, auditable documentation of each case.
- Identify recurring issues and recommend process, documentation, or configuration improvements to reduce ticket volume over time. Partner with the US-based IT leadership to escalate complex issues appropriately and contribute to larger IT initiatives as needed.
- Maintain and update internal knowledge base articles and end-user documentation.
Required Qualifications
- 5+ years of IT Helpdesk or Technical Support experience, including solid hands-on experience performing L3-level responsibilities.
- Proven track record of owning a personal ticket queue, following up independently with end users, and producing regular reporting without prompting.
- Strong, professional English communication skills — both written and verbal. Must be comfortable working directly with US-based end users and stakeholders.
- Reliable availability for a full nightshift schedule aligned to US Pacific Time.
- Hands-on administration experience with Microsoft 365, Azure AD / Entra ID, and Intune.
- Solid working knowledge of Active Directory and Windows Server (user/group admin, GPOs, DNS/DHCP basics, troubleshooting), PowerShell, Linux.
- Practical support experience with macOS and Apple hardware in a business environment.
- Hands-on experience with at least one enterprise ticketing platform: ServiceNow, Jira Service Management, or Helpdesk applications.
- Strong troubleshooting methodology, ownership mindset, and ability to work with minimal supervision.
- Stable home internet connection and a suitable work-from-home setup.
Preferred Qualifications
• Relevant certifications such as CompTIA A+/Network+, Microsoft 365 Certified: Modern Desktop Administrator, Azure Administrator Associate, or Apple Certified Support Professional.
• Experience supporting a US-based media, publishing, or events company.
• Exposure to basic networking (VPN, Wi-Fi, firewalls) and endpoint security tools.
• Experience building dashboards or reports from ticketing system data.
