Advanced IT Support Engineer

About the Role

We’re looking for an experienced L3 IT Service Desk Engineer to provide advanced

technical support and act as a subject matter expert within Haass’s IT Service Desk

operations.

In this role, you’ll handle complex incidents, perform root cause analysis, support

integrations, and drive process improvements to ensure service quality and reliability.

You’ll also work closely with the L1 and L2 teams to provide guidance, technical escalation

support, and ensure adherence to ITSM best practices.

This position is ideal for someone with deep technical expertise, excellent troubleshooting

skills, and a strong understanding of enterprise IT ecosystems, SaaS platforms, and

automation workflows.

Key Responsibilities

• Advanced Technical Support : Handle complex and high-priority incidents

escalated from L1 / L2 engineers, ensuring quick diagnosis and resolution.

preventive measures and solutions.

in post-incident reviews, and drive continuous improvement.

and improve operational efficiency.

(e.G., Freshservice, ServiceNow) and third-party systems using REST APIs.

policies across SaaS and infrastructure platforms.

knowledge base articles for internal use.

troubleshoot cross-platform issues.

identify and resolve potential service disruptions.

and best practices.

Required Qualifications & Skills

Management.

and automation workflows.

network fundamentals.

Workspace, JumpCloud, Azure AD, etc.).

Management.

plus.