Level 3 Service Desk Engineer

1 week ago

Work from Home, Philippines Stefanini Full time

Level 3 Service Desk Engineer - WFH/ US Hours

About the Role:

Are you an experienced Azure administrator with a passion for troubleshooting and automation? We are seeking a Level 3 Service Desk Engineer to join a growing 24x7 service desk team. In this role, you will own escalated incidents and requests, perform advanced troubleshooting across Azure compute, networking, identity, and security, and drive automation to improve stability and efficiency.

Key Responsibilities:

  • Take ownership of L3 escalated tickets in ServiceNow (incidents, problems, changes), meeting or exceeding SLA targets.
  • Perform deep-dive troubleshooting across Azure VMs, virtual networks, NSGs, VPN/ExpressRoute connectivity, Azure Load Balancer, Storage, and Azure AD/Microsoft Entra ID.
  • Lead major incident resolution, including conference bridges, stakeholder updates, and post-incident reviews.
  • Provision, configure, and maintain IaaS workloads (VM sizing, images, disks, backup, patching).
  • Implement and tune networking (VNets, subnets, peering, routing, DNS, firewalls, private endpoints).
  • Manage identity & access (RBAC, PIM, app registrations, service principals, conditional access).
  • Support security & compliance baselines (Defender for Cloud, policies/blueprints).
  • Develop and maintain PowerShell scripts for repeatable operations (e.g., user provisioning, VM lifecycle, tagging, policy compliance, monitoring).
  • Contribute to runbooks and knowledge articles; improve workflows within ServiceNow.
  • Operate in a queue-based model: prioritize, update work notes, communicate ETAs, and document resolutions.
  • Perform problem management: trend analysis, root cause, corrective/preventive actions.
  • Execute controlled changes (CAB-ready plans, back-out plans, validation steps).
  • Provide clear, non-jargon explanations to end users and stakeholders.
  • Flexibly support 24x7 operations via rotating shifts (including nights, weekends, and holidays).

Required Qualifications & Skills:

  • Hands-on Azure administration across:
  • Compute: VM deployment, images, extensions, backup/ASR, patching.
  • Networking: VNets/subnets, NSGs, routing tables, DNS, VPN/ExpressRoute, load balancers, private endpoints/links.
  • Identity & Security: Azure AD/Microsoft Entra ID, RBAC, Conditional Access, MFA, service principals, key vaults; familiarity with Defender for Cloud and security baselines.
  • Strong experience working tickets end-to-end in a queue/SLA environment, including incidents, changes, and problem records (ServiceNow or similar ITSM platform).
  • Ability to write, debug, and maintain PowerShell scripts; document runbooks; automate routine tasks.
  • Excellent written and verbal communication skills; client-facing demeanor; clear status updates and handoffs.
  • Willingness and capability to work rotating shifts to support 24x7 coverage.

Preferred / Nice to Have:

  • AZ-104: Microsoft Azure Administrator certification (strong plus).
  • Experience with monitoring/observability (Azure Monitor, Log Analytics/KQL, Sentinel, Application Insights).
  • Familiarity with Infrastructure as Code (e.g., ARM/Bicep, Terraform) and CI/CD concepts.
  • Experience integrating ServiceNow with monitoring/alerting or CMDB data quality initiatives.
  • Exposure to Zero Trust principles and cloud security architectures.

Job Type: Full-time

Pay: Php100, Php130,000.00 per month

Work Location: Remote

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