Remote Support Services Engineer L3

At ALS, we encourage you to dream big. When you join us, you’ll be part of a global team harnessing the power of scientific testing and data-driven insights to build a healthier future. Role summary The IT Remote Support Services Engineer - Level 3 provides specialist-level technical support for the most complex and escalated incidents within the global IT service operation. This role owns the resolution of cases that cannot be resolved remotely at Level 2, contributes to the Change Management process, monitors and validates infrastructure alerts during assigned coverage windows, and serves as a senior technical reference for the broader team. The L3 Engineer drives automation opportunities and reduces reliance on third-party vendor escalation through in-depth resolution capability. While the primary accountability of this role is service delivery within the assigned region, it operates as an integral part of the global Follow-the-Sun model. During active shift hours, the role is expected to provide coverage and support across all regions as required, ensuring uninterrupted global IT service continuity. Key responsibilities Complex incident resolution Own and resolve the most technically complex incidents escalated from L2, including infrastructure, server, network, and critical application failures, with a focus on root cause elimination. Perform deskside and remote interventions for incidents requiring physical access or deep system-level troubleshooting. Manage technical escalations to third-party vendors and hardware suppliers, tracking resolutions through to closure. Change & problem management Participate in Change Advisory Board (CAB) reviews when the Regional IT Service Delivery Manager is unavailable, providing technical assessment of proposed changes and flagging risk where applicable. Lead or support Problem Record investigations; contribute to RCA documentation and PIR completion following Major Incidents. Monitoring & alert coverage Monitor global infrastructure alerts, validate events, and route actionable incidents into the correct resolution queue during assigned coverage windows. CMDB & knowledge Maintain CMDB accuracy for infrastructure assets within scope; identify and correct configuration item discrepancies. Author and maintain technical Knowledge Base articles for complex scenarios; validate L1 and L2 KB submissions for technical accuracy. Automation & efficiency Identify repetitive tasks suitable for automation or scripting; implement approved solutions to reduce manual effort and contribute to the area financial savings target. Key performance indicators Complex Incident Resolution Rate Percentage of L3-assigned tickets resolved without requiring third-party vendor escalation. SLA Compliance Rate - Escalated Tickets Percentage of L3 tickets resolved within defined SLA timeframes. Net Promoter Score (NPS) NPS from automatic post-resolution surveys in the ITSM platform. Target: ≥ 40. Escalation Rate to Vendor Percentage of L3 tickets requiring external vendor engagement; lower is better. Monitoring Alert Coverage Rate Percentage of alerts reviewed and classified (actionable / informational / false positive) within defined timeframes during coverage windows. CMDB Update Compliance Rate Percentage of tickets closed with CMDB records accurately updated. Knowledge Base Contribution Number of KB articles authored and approved per month through the approved workflow. Automation Savings Contribution Estimated monthly cost avoidance attributable to automations or scripted solutions implemented by this role. Qualifications Degree in Information Technology, Computer Science, or a related field; equivalent experience accepted. 4–6 years of experience in advanced IT technical support, systems administration, or infrastructure engineering. Expert knowledge of enterprise infrastructure including servers, storage, networking, and endpoint management. Strong familiarity with ITIL v4 processes, particularly Incident, Change, and Problem Management. Experience with ITSM platforms, CMDB management, scripting, and automation tooling. Full professional bilingual proficiency in English required - written and spoken. Proficiency in an additional language (Spanish, Portuguese, French, German, or others) is an asset. Preferred certifications ITIL 4 Foundation or higher Microsoft Azure or Windows Server certification CompTIA Network+ or Security+ Cisco CCNA or equivalent Working at ALS The ALS team is a diverse and dedicated community united by our passion to make a difference in the world. Our values are important to us, and shape how we work, how we treat each other and how we recognise excellence. At ALS, you’ll be supported to develop new skills and reach your full potential. We invest in our people with programs and opportunities that help you build a diverse career with us. We want everyone to have a safe, flexible and rewarding career that makes a positive impact on our people, the planet and our communities. Everyone Matters ALS is proud to be an equal opportunity employer and is committed to fostering an inclusive work environment where the strengths and perspectives of each employee are both recognised and valued. ALS also welcomes applications from people with all levels of ability. Reasonable adjustments to support candidates throughout the recruitment process are available upon request. Eligibility To be eligible to work at ALS you must be a Citizen or Permanent Resident of the country you are applying for, or either hold or be able to obtain, a valid working visa. How to apply Please apply on-line and provide a resume & cover letter that best demonstrate your motivation and ability to meet the requirements of this role.