L3 Service Desk Technician

About the Role

Step into a high-impact technical leadership role where you'll be the ultimate escalation point for the most complex industrial automation challenges, diving deep into SCADA, HMIs, PLCs, and Rockwell/Siemens platforms to diagnose critical issues, engineer permanent fixes, restore downed systems, and drive reliability across mission-critical environments. You'll collaborate with engineering and R&D to eliminate systemic flaws, create advanced recovery scripts and technical procedures, mentor Tier 1 and Tier 2 teams, and lead continuous improvements that enhance performance, resilience, and uptime - all while owning high-stakes remote and onsite escalations and participating in a 24/7 rotation that puts you at the center of solving problems that truly matter.

Key Responsibilities

• Serve as the highest escalation point for complex technical issues originating from Tier 1 and Tier 2 teams.
• Perform in-depth diagnostics, root cause analysis, and resolution of critical issues affecting controls, SCADA, HMIs, PLCs, and industrial automation environments.
• Act as the subject matter expert for Rockwell Allen Bradley and Siemens platforms, guiding both clients and lower tiers on troubleshooting and best practices.
• Design and implement permanent fixes, workarounds, and system optimizations to prevent recurrence of known issues.
• Provide remote and onsite support for highly complex or business-critical situations, including system recovery after major incidents.
• Collaborate with engineering, product, and R&D teams to resolve systemic issues, software bugs, and design gaps.
• Lead and mentor Tier 1 and Tier 2 staff by providing advanced troubleshooting guidance, training, and documentation.
• Own the creation and maintenance of advanced recovery scripts, technical procedures, and knowledge base articles.
• Contribute to the continuous improvement of client systems, including advising on upgrades, patching, and performance enhancements.
• Monitor and report on major incident trends, root causes, and resolutions to improve service reliability.
• Participate in 24/7 on-call rotations and respond to emergency escalations as required.

Key Requirements (Tier 3 / Level 3 Support)

• Extensive technical expertise in control systems, SCADA, HMIs, PLCs, and industrial automation environments.
  
  Deep hands-on knowledge of Rockwell Allen Bradley and Siemens platforms, with the ability to diagnose, troubleshoot, and optimize at the code/configuration level.
• Proven track record of handling mission-critical incidents and root cause analysis in industrial or engineering settings.
• Strong understanding of networking, industrial communication protocols, and IT/OT security considerations.
• Experience with remote and onsite support for high-impact systems.
• Ability to design, implement, and document advanced troubleshooting methodologies for lower support tiers.
• Excellent communication skills with the ability to liaise with engineering teams, vendors, and client leadership during incident response.
• Proficiency with ticketing systems, escalation workflows, and incident management processes.
• Strong leadership and mentoring abilities to guide Tier 1 and Tier 2 support staff.

Desirable Skills & Qualifications

• Bachelor's degree or higher in Electrical Engineering, Mechatronics, Industrial Automation, or a related field.
• Formal certifications in Rockwell Allen Bradley, Siemens, or other industrial automation systems.
• ITIL, ISO, or other service management frameworks at intermediate or advanced level.
• Experience in systems integration, industrial networking, or OT cybersecurity.
• Demonstrated ability to work with engineering and product development teams to enhance system reliability and design.