Phoenix, AZ Area Residents ONLY - Role is primarily remote, but rare occasions to go on-site in Phoenix.Role SummaryThe 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 ResponsibilitiesAdvanced Technical & Engineering SupportServe as the highest escalation point (L3) for complex, cross-system issuesTroubleshoot across end-to-end environments (endpoint identity network SaaS)Debug issues at a system level, not just symptom resolutionEngineering & Automation (Critical)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. workaroundsClient Platform Expertise (Required)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 gapsIntegration issues between systems (APIs, provisioning flows)Access and identity-related defectsEndpoint & Systems EngineeringDesign and manage endpoint configurations using MDM tools likeMicrosoft Intune and Jamf ProTroubleshoot at the OS, policy, and configuration levelProblem Management & Root Cause OwnershipOwn root cause analysis (RCA) and implement permanent fixesAnalyze trends and proactively stabilize the environmentReduce ticket volume through engineering-driven improvementsLeadership & Technical InfluenceMentor L1/L2 technicians and elevate technical capabilityDefine and enforce technical standards and best practicesAct as a bridge between support, engineering, and security teamsRequired QualificationsMinimum 5-7 years in IT support with demonstrated engineering capabilityStrong 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 WorkspaceDeep expertise in at least one client platform (e.g., ServiceNow, SailPoint)Proven ability to:Debug cross-system issuesWork with APIs and integrationsReduce incidents through automation and system improvements
At Milestone, we know IT, and we’re consistently driving innovation in infrastructure operations to improve the overall customer experience. As a Managed Services Provider (MSP), we use technology intelligently to make IT infrastructures smarter, streamlined, and ultimately, more successful.
Our seasoned professionals deliver services based on Milestone’s best practices and service delivery framework. By leveraging our vast knowledge base to execute initiatives, we deliver both short-term and long-term value to your company and apply continuous service improvement to deliver transformational benefits to IT. With Intelligent Automation, Milestone helps businesses further accelerate their IT transformation. The result is a sharper focus on business objectives and a dramatic improvement in employee productivity. Through our key technology partnerships and our people-first approach, Milestone continues to deliver industry-leading innovation to our clients.
Since our inception in 1997, our clients have benefited from more efficient operations and a renewed focus on employee development and business innovation. When founder, Prem Chand, started Milestone Technologies, Inc. he aimed to solve the growing problem of IT Relocation for Silicon Valley businesses. Today, with more than 2,000 employees serving a substantial client base of over 200 companies worldwide, we are following our mission of revolutionizing the way IT is deployed around the globe.