Role Overview :

The IT Service Desk L3 Engineer is a senior-level technical role responsible for providing the highest level of internal support and acting as the final escalation point for the IT Service Desk.

This individual will lead complex project implementations, architect secure identity solutions, and ensure the stability of core infrastructure services.

Responsibilities :

- Serve as the primary escalation point for complex technical issues from L1 and L2 engineers, ensuring timely resolution and adherence to SLAs.

- Architect, implement, and manage enterprise-grade SSO and Identity Provider (IDP) solutions.

- Manage and optimize Google Workspace and Administration at an expert level, including advanced security configurations and audit logging.

- Serve as the Subject Matter Expert (SME) for the Atlassian suite, specifically Jira Service Management, to streamline IT and business workflows.

- Enforce email security standards by configuring and monitoring SPF, DKIM, and DMARC protocols.

- Automate user lifecycle management through SCIM, JIT, and other advanced provisioning protocols.

- Oversee global Mac OS device management using advanced MDM tools and hardware asset management protocols.

- Manage complex storage infrastructure including iSCSI, NFS, and SFTP environments.

- Conduct Problem Management to identify root causes of recurring incidents and implement long-term preventative measures.

- Lead technical documentation efforts, creating architectural diagrams and high-level knowledge base articles.

Key Skillsets :

- Identity & Access : Deep expertise in Single Sign-On (SSO) integration and Identity Provider (IDP) solutions (e.g., Okta, Azure AD). Mastery of identity protocols including OAuth 2.0, SAML 2.0, and OpenID Connect. Hands-on experience with automated user provisioning via SCIM and Just-in-Time (JIT) provisioning for user lifecycle management.

- Messaging Security : Expert-level knowledge in configuring, deploying, and troubleshooting email authentication protocols (SPF, DKIM, DMARC) to prevent spoofing and enforce email security policies.

- Collaboration Suites : In-depth and demonstrable expertise in Google Workspace Administration, including advanced security settings, organizational unit (OU) management, audit log analysis, and Chrome Enterprise Management.

- Atlassian Suite : Expert level knowledge in Atlassian products, including designing and managing complex workflows, automation, and reporting within Jira Service Management (JSM), Jira Software, and Confluence.

- Endpoint Management : Proven experience with Enterprise Mac OS and Windows endpoint management, including deployment, patch management, security baselining, and inventory using modern MDM solutions (e.g., Rippling, Jamf, Intune).

- Operating Systems : Advanced troubleshooting and scripting skills for Mac OS and Windows operating systems.

Qualifications :

- Bachelors degree in Information Technology, Computer Science, or a related field.

- 7 - 10+ years of experience in IT support, system administration, or infrastructure engineering with knowledge of CIA Triad, Least Privilege, Defence In Depth, MFA, Data Encryption etc.

- Advanced certifications such as Associate Google Workspace Administrator, GCP Cloud Architect, Professional Chrome Enterprise Administrator Certification and Atlassian Certified Professional.

- Proven track record of managing complex identity migrations and enterprise-level MDM deployments.