L3 Service Desk Engineer

Company Overview

Milestone Technologies is a global IT managed services firm that partners with organizations to scale their technology, infrastructure and services to drive specific business outcomes such as digital transformation, innovation, and operational agility. Milestone is focused on building an employee‑first, performance‑based culture and for over 25 years, we have a demonstrated history of supporting category‑defining enterprise clients that are growing ahead of the market.

The company specializes in providing solutions across Application Services and Consulting, Digital Product Engineering, Digital Workplace Services, Private Cloud Services, AI/Automation, and Service Now. Milestone culture is built to provide a collaborative, inclusive environment that supports employees and empowers them to reach their full potential. 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 our clients 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. With more than 3,000 employees serving over 200 companies worldwide, we are following our mission of revolutionizing the way IT is deployed.

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

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.

• 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 (Power Shell, 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:
• Service Now (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

• Minimum 5–7 years in IT support with demonstrated engineering capability
• Strong scripting experience (Power Shell 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., Service Now, SailPoint)
• Proven…