Automation Engineer L3

We are seeking a highly skilled Automation Engineer L3 with expertise in Google Apps Management (GAM) and Desktop Support to join our IT team. In this role, you will automate IT processes, manage Google Workspace environments, and provide advanced technical support to end-users. Your focus will be on streamlining operations through automation, enhancing system performance, and ensuring seamless desktop support for all employees.

Requirements

Automation Engineering: Design, implement, and maintain automation workflows to enhance efficiency in IT operations and desktop support tasks. Develop scripts and tools using languages such as Power. Shell , Python , or VBScript to automate access management, incident handling, and configuration tasks. Integrate automation solutions with ITSM platforms like Service.

Now , Jira , or other ticketing systems. Monitor and optimize automation processes, ensuring reliability and scalability. Identify opportunities to streamline desktop support operations using automation tools like Ansible , Puppet , or SCCM . Global Access Management (GAM): Administer and manage user access across enterprise applications and systems, ensuring compliance with GAM policies.

Perform advanced troubleshooting and resolution of access-related incidents and escalations. Collaborate with security teams to implement role-based access controls (RBAC) and enforce least-privilege principles. Develop and maintain documentation for GAM workflows, policies, and processes. Conduct periodic audits to validate access permissions and ensure adherence to compliance standards.

Desktop Support (L3): Provide expert-level support for desktop, laptop, and virtual environments, including hardware, software, and network configurations. Troubleshoot and resolve escalated issues related to operating systems (Windows, macOS), applications, and peripherals. Support and maintain desktop management tools like Microsoft Endpoint Manager (Intune) , SCCM , or VDI environments .

Collaborate with other IT teams to address underlying infrastructure issues impacting desktop services. Mentor L1/L2 support analysts, sharing expertise in automation and technical troubleshooting. Monitoring and Reporting: Use monitoring tools to proactively identify and resolve desktop and access-related issues. Generate reports on system performance, ticket resolution times, and access audit results.

Track automation effectiveness and provide insights for continuous improvement.

Required Skills

Technical Skills: Strong scripting skills in Power. Shell , Python , or equivalent for automation. Proficiency with GAM platforms and identity management tools like Active Directory , Okta , or Azure AD . Expertise in desktop support technologies, including SCCM , Intune , and Windows/macOS troubleshooting . Familiarity with automation tools such as Ansible , Puppet , or Chef .

Knowledge of ITIL processes and ITSM platforms like Service. Now or Jira . Experience: 5+ years in IT support or operations roles, with at least 2 years in automation or L3 support. Proven experience in GAM and managing enterprise-scale access control systems. Demonstrated success in implementing automation for desktop support and access management tasks.

Soft Skills: Excellent problem-solving and analytical skills with attention to detail. Strong communication and collaboration skills for working across teams and training junior staff. Ability to manage multiple priorities and work under pressure.

Preferred Qualifications

Certifications: Microsoft Certified: Modern Desktop Administrator Associate , ITIL Foundation , or Azure Automation Specialist . Experience in hybrid environments with a mix of on-premises and cloud-based systems. Familiarity with endpoint security tools and compliance standards.