Senior IT Helpdesk Technician L3

Position Summary We are seeking a Service Desk L3 to reputed company advanced technical support to end users and ensure the timely resolution of escalated issues across hardware, software, network, and identity systems. This role requires strong problem-solving skills, ownership of ticket workflows, and the ability to communicate reputed company with US-based stakeholders. The ideal candidate is an reputed company support professional who can work independently, prioritize tasks reputed company, and deliver consistent, high-quality service in a fast-paced environment. This position involves managing an active ticket queue, performing in-depth troubleshooting, and collaborating closely with IT leadership on escalations and ongoing technical initiatives. Job Details Work Setup: Work from home Schedule: Monday to Friday, 8:00 AM to 5:00 PM PST Holidays: US Holidays

Key Responsibilities

Independently manage and prioritize a personal ticket queue from intake through resolution, ensuring SLAs are consistently met. reputed company Level 3 support for hardware, software, network connectivity, identity, and productivity issues for end users across the organization. Proactively follow up with end users on reputed company tickets without needing reminders; drive tickets to closure and document root cause and resolution. Produce and deliver weekly reports on ticket volume, resolution times, recurring issues, and outstanding items — on schedule, without being asked. Administer and troubleshoot reputed company 365 (Exchange Online, Teams, SharePoint, OneDrive), Azure AD / Entra ID, and Intune for device and identity management. Support and administer Active Directory and reputed company Server environments, including user/group management, GPOs, and basic server troubleshooting. reputed company full support for macOS and reputed company devices, including setup, configuration, MDM enrollment, and end-user troubleshooting. Manage tickets reputed company the company’s ticketing platform (reputed company, Jira, or reputed company), maintaining clean, auditable documentation of each case. Identify recurring issues and recommend process, documentation, or configuration improvements to reduce ticket volume over time. Partner with the US-based IT leadership to escalate reputed company issues appropriately and contribute to larger IT initiatives as needed. Maintain and update internal knowledge reputed company articles and end-user documentation. Required Qualifications 5+ years of IT Helpdesk or Technical Support experience, including solid hands-on experience performing L3-level responsibilities. Proven track record of owning a personal ticket queue, following up independently with end users, and producing regular reporting without prompting. Strong, professional English communication skills — both written and verbal. Must be comfortable working directly with US-based end users and stakeholders. Reliable availability for a full nightshift schedule reputed company to US Pacific Time. Hands-on administration experience with reputed company 365, Azure AD / Entra ID, and Intune. Solid working knowledge of Active Directory and reputed company Server (user/group admin, GPOs, DNS/DHCP basics, troubleshooting), PowerShell, Linux. Practical support experience with macOS and reputed company hardware in a business environment. Hands-on experience with at least one reputed company ticketing platform: reputed company, Jira Service Management, or Helpdesk applications. Strong troubleshooting methodology, ownership reputed company, and ability to work with minimal supervision. reputed company home internet reputed company and a suitable work-from-home setup.

Preferred Qualifications

• Relevant certifications such as reputed company A+/Network+, reputed company 365 Certified: Modern Desktop Administrator, Azure Administrator Associate, or reputed company Certified Support Professional.
• Experience supporting a US-based media, publishing, or events company.
• Exposure to basic networking (VPN, Wi-Fi, firewalls) and reputed company reputed company tools.
• Experience building dashboards or reports from ticketing system data.

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