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Level 3 Service Desk Engineer

Future Opportunity — Not Currently Hiring

Position Overview

The Level 3 Service Desk Engineer is the senior technical individual contributor within the Service Desk, responsible for advanced troubleshooting, complex issue resolution, technical escalation support, security-focused support activities, and continuous improvement of service delivery capabilities.

This role serves as the highest technical escalation point for Service Desk issues and provides expertise across end-user computing, Microsoft 365, identity and access management, cloud services, endpoint management, business applications, and advanced troubleshooting scenarios. The Level 3 Service Desk Engineer helps improve service quality by mentoring team members, developing technical standards, improving documentation, supporting secure technology practices, and driving resolution of recurring issues.

The Level 3 Service Desk Engineer works closely with the Service Desk Manager, NOC, SOC, Automation & Integration Engineering, Infrastructure Engineering, and other technical teams to ensure efficient, secure, and consistent support delivery.

Key Responsibilities

Advanced Technical Support & Escalation

  • Serve as the highest technical escalation point within the Service Desk, including direct phone support for the most complex and high-priority escalations
  • Own complex or escalated tickets through to resolution, ensuring accurate documentation and timely closure in accordance with SLA requirements
  • Resolve complex technical issues requiring advanced troubleshooting, analysis, and cross-functional coordination
  • Provide advanced support for user computing environments, Microsoft technologies, identity platforms, cloud services, endpoint technologies, and business applications
  • Troubleshoot complex workstation, application, connectivity, authentication, and access-related issues
  • Investigate recurring incidents and identify root causes and permanent solutions
  • Support major incident resolution through technical expertise, documentation, and coordination with appropriate teams
  • Assist with security-related escalations involving endpoint protection, identity security, authentication, access controls, and user security events
  • Collaborate with SOC teams during endpoint investigations, remediation activities, and security-related troubleshooting

Technical Problem Management

  • Analyze recurring incidents and identify opportunities for permanent resolution
  • Perform root cause analysis and recommend technical improvements
  • Develop solutions that reduce repeat incidents and improve customer experience
  • Partner with NOC, SOC, Infrastructure Engineering, and other technical teams on issues requiring broader technical involvement
  • Contribute technical expertise to incident, problem, and change management processes
  • Identify trends related to reliability, security, and operational performance

Microsoft, Cloud & Identity Administration Support

  • Provide advanced support for Microsoft 365, Microsoft Entra ID, Azure services, and related cloud technologies
  • Troubleshoot complex identity, access, authentication, synchronization, and configuration issues
  • Support Microsoft security capabilities including MFA, Conditional Access, identity protection, and secure access controls
  • Provide advanced endpoint management support using Microsoft Intune and related technologies
  • Support Microsoft Defender and endpoint security troubleshooting activities
  • Provide guidance on secure configuration practices for user environments and cloud services
  • Assist with escalations involving integrations, business applications, and cloud-based services

Security & Endpoint Protection

  • Support endpoint security technologies including EDR, antivirus, device compliance, and security monitoring platforms
  • Assist with remediation activities related to endpoint vulnerabilities, security findings, and configuration issues
  • Support secure endpoint configurations following organizational security standards and industry best practices
  • Assist with application security troubleshooting, access control issues, and endpoint hardening activities
  • Collaborate with cybersecurity teams to support security investigations and response activities
  • Promote security awareness and secure operational practices within Service Desk processes

Technical Standards & Process Improvement

  • Develop and improve technical standards, troubleshooting procedures, and support practices
  • Identify opportunities to improve Service Desk workflows, automation, and operational efficiency
  • Partner with Automation & Integration Engineering to identify automation opportunities
  • Contribute to service improvement initiatives and technology enhancements
  • Promote consistent technical approaches across the Service Desk team
  • Support secure configuration standards aligned with organizational security requirements

Knowledge Management & Documentation

  • Create and maintain advanced technical documentation, troubleshooting guides, and knowledge articles
  • Ensure solutions are documented in a manner that enables L1 and L2 teams to resolve similar issues
  • Review existing documentation for accuracy, completeness, and effectiveness
  • Support Service Desk documentation quality standards
  • Promote knowledge sharing throughout technical teams
  • Maintain accurate technical documentation supporting operational consistency and security requirements

Mentorship & Technical Development

  • Mentor L1 Service Desk Analysts and L2 Service Desk Engineers
  • Provide technical coaching and guidance on troubleshooting methodologies
  • Support technical skill development and career progression within the Service Desk
  • Assist with onboarding and training of new technical team members
  • Promote a culture of continuous learning, technical excellence, and security awareness

Cross-Functional Collaboration

  • Collaborate with NOC teams on infrastructure-related escalations
  • Work with SOC teams on security-related user, identity, and endpoint issues
  • Partner with Automation & Integration Engineering on workflow improvements
  • Support onboarding and project teams with technical knowledge when required
  • Provide technical input into service improvements and customer experience initiatives

Required Qualifications

  • Significant experience in IT support, systems administration, or Service Desk environments
  • Advanced troubleshooting experience across enterprise end-user computing environments
  • Strong knowledge of Microsoft 365, Microsoft Entra ID, Windows environments, endpoint management, and identity administration
  • Experience resolving complex technical issues independently
  • Experience supporting security technologies including endpoint protection, MFA, authentication solutions, or security monitoring platforms
  • Understanding of secure configuration practices, least privilege principles, access controls, and vulnerability remediation
  • Strong documentation, analytical, and problem-solving skills
  • Experience mentoring or supporting the development of technical staff
  • Excellent communication skills with both technical and non-technical audiences

Preferred Qualifications

  • Experience in a Managed Service Provider (MSP) environment
  • Experience supporting multiple client environments
  • Experience with HaloPSA, RMM tools, endpoint management platforms, and remote support technologies
  • Experience with Microsoft Azure, Intune, virtualization, networking, or security technologies
  • Experience supporting Microsoft Defender for Endpoint or similar EDR platforms
  • Experience with Conditional Access, MFA, SSO, or identity governance solutions
  • Experience with vulnerability management platforms
  • Familiarity with CIS Controls, NIST Cybersecurity Framework, or similar security frameworks
Preferred Certifications (relevant certifications such as Microsoft certifications, ITIL, CompTIA, or equivalent experience will be considered)
  • Relevant Microsoft certifications (eg, Endpoint Administrator Associate, Azure Administrator Associate, SC-900)
  • ITIL 4 Foundation
  • CompTIA A+, Network+, or Security+

Technical Skills

End-User & Microsoft Technologies

  • Windows desktop environments
  • Microsoft 365
  • Microsoft Office
  • Microsoft Entra ID
  • Active Directory
  • Microsoft Intune
  • Microsoft Teams
  • Exchange Online
  • Endpoint management
  • Business application support

Identity & Security

  • MFA
  • Conditional Access
  • Identity management
  • Access controls
  • Endpoint security
  • EDR technologies
  • Vulnerability remediation
  • Secure configuration standards
  • Security incident escalation
  • CIS Controls awareness

Service Desk Operations

  • Incident management
  • Problem management
  • Request fulfillment
  • Change management
  • ITSM platforms
  • Remote support tools
  • Documentation
  • Knowledge management
  • SLA management
  • Customer communication

Professional Skills

  • Technical troubleshooting and diagnostic ability
  • Communication with technical and non-technical audiences
  • Mentoring and coaching
  • Analytical thinking
  • Problem solving
  • Documentation discipline
  • Process improvement mindset
  • Security-conscious mindset

Success Measures

Success in this role will be demonstrated through:
  • Effective resolution of complex escalations.
  • Reduced recurring incidents through root cause analysis and improvement initiatives.
  • Improved L1 and L2 team capability through mentorship and knowledge sharing.
  • Increased quality and usability of technical documentation.
  • Improved service delivery consistency and efficiency.
  • Strong collaboration with NOC, SOC, Engineering, and other technical teams.
  • Improved endpoint security posture through secure configuration and remediation activities.
  • Effective support of identity, access, and security-related incidents.

Career Growth Opportunity

This position provides a clear path toward Senior Infrastructure Engineer, Systems Engineer, Cloud Engineer, Security Engineer, Technical Lead, or Service Desk leadership roles. Engineers gain advanced experience with enterprise Microsoft technologies, endpoint management, cloud services, automation, security operations, and managed services environments while building advanced technical and leadership skills.

Benefits

Benefits include:
  • Medical insurance
  • Dental insurance
  • Vision insurance
  • 401(k)
  • Life insurance
  • Remote and hybrid work opportunities

    • About NOCDOC

    NOCDOC is a U.S.-based technology operations company with more than 35 years of experience delivering Security Operations Center (SOC), Network Operations Center (NOC), Service Desk, Network Engineering, Automation, and Managed Security Services.

    Supporting organizations across North America and internationally, NOCDOC delivers responsive, customer-focused technology operations that help businesses improve reliability, security, and operational efficiency.

    At NOCDOC, we invest in our people through continuous learning, mentorship, and career development, providing opportunities to grow into advanced engineering, automation, architecture, and technical leadership roles.