L3 Service Desk Engineer

L3 Service Desk Engineer

Phoenix, AZ Area Residents ONLY - Role is primarily remote, but rare occasions to go on-site in Phoenix.

Role Summary

The L3 Service Desk Engineer operates at the intersection of support and engineering, responsible not only for resolving complex incidents but also for designing solutions, automating workflows, and driving systemic improvements across the service desk. This role owns root cause resolution and reduces dependency on reactive support.

Key Responsibilities

• Serve as the highest escalation point (L3) for complex, cross-system issues
• Troubleshoot across end-to-end environments (endpoint ? identity ? network ? SaaS)
• Debug issues at a system level, not just symptom resolution

• Develop and maintain automation scripts (PowerShell, Bash, Python)
• Build and optimize workflows and tooling (e.g., onboarding, access provisioning)
• Eliminate repeatable issues through engineering fixes vs. workarounds

• Demonstrate deep working knowledge in one or more client platforms, such as:
• ServiceNow (ITSM workflows, incident/request automation, integrations)
• SailPoint (access provisioning, identity lifecycle, certifications)
• Identity platforms (Okta, Azure AD)
• Collaboration suites (Microsoft 365, Google Workspace)
• Troubleshoot and optimize platform-level issues, including:
• Workflow failures and automation gaps
• Integration issues between systems (APIs, provisioning flows)
• Access and identity-related defects

• Design and manage endpoint configurations using MDM tools like Microsoft Intune and Jamf Pro
• Troubleshoot at the OS, policy, and configuration level

• Own root cause analysis (RCA) and implement permanent fixes
• Analyze trends and proactively stabilize the environment
• Reduce ticket volume through engineering-driven improvements

• Mentor L1/L2 technicians and elevate technical capability
• Define and enforce technical standards and best practices
• Act as a bridge between support, engineering, and security teams

Required Qualifications

• Minimum 57 years in IT support with demonstrated engineering capability
• Strong scripting experience (PowerShell required; Bash/Python preferred)
• Hands-on experience with:
• Endpoint management (Intune, Jamf)
• Identity platforms (Okta, Azure AD)
• Microsoft 365 and/or Google Workspace
• Deep expertise in at least one client platform (e.g., ServiceNow, SailPoint)
• Proven ability to:
• Debug cross-system issues
• Work with APIs and integrations
• Reduce incidents through automation and system improvements

Compensation

Estimated Pay Range: $34.39 - $44.00 USD Exact compensation and offers of employment are dependent on circumstances of each case and will be determined based on job-related knowledge, skills, experience, licenses or certifications, and location.

Our Commitment to Diversity & Inclusion

At Milestone we strive to create a workplace that reflects the communities we serve and work with, where we all feel empowered to bring our full, authentic selves to work. We know creating a diverse and inclusive culture that champions equity and belonging is not only the right thing to do for our employees but is also critical to our continued success. Milestone Technologies provides equal employment opportunity for all applicants and employees. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, gender, gender identity, marital status, age, disability, veteran status, sexual orientation, national origin, or any other category protected by applicable federal and state law, or local ordinance. Milestone also makes reasonable accommodations for disabled applicants and employees. We welcome the unique background, culture, experiences, knowledge, innovation, self-expression and perspectives you can bring to our global community. Our recruitment team is looking forward to meeting you.