About the Role

The Senior Helpdesk / Systems Support Engineer (L3) serves as the highest level of escalation within End User Services and is responsible for resolving complex system-level issues, leading incident investigations, and improving platform stability across the organization’s SaaS and endpoint ecosystem.

This role requires deep technical expertise, strong analytical skills, and the ability to work independently during high-impact incidents, including off-hours coverage.

Responsibilities

• Serve as the final escalation point for complex incidents escalated from L1 and L2.
• Lead advanced troubleshooting and root-cause analysis across Microsoft 365, identity systems, endpoint platforms, and business-critical SaaS applications.
• Own and resolve high-impact incidents affecting end users, collaboration tools, access management, and device compliance.
• Support and optimize Microsof...