Provide advanced technical expertise for complex incidents, major outages, and escalations beyond the scope of Tier 1 and Tier 2 support
Perform root cause analysis for recurring issues and recommend long-term fixes
Support critical incidents, ensuring minimal disruption to business operations
Serve as part of the on-call rotation to address high-priority incidents
Document incident findings, lessons learned, and permanent fixes
Contribute to IT initiatives such as upgrades, system rollouts, and integrations
Partner with other IT teams on cross-functional projects
Assist with testing, rollout support, and post-implementation validation
Provide technical input and risk assessment during change management and release management procedures
Develop advanced documentation and knowledge base content
Mentor tier 1 and 2 to improve technical capability across the team
Recommend tooling, process, or architectural improvements to enhance support effectiveness and system reliability
Act as a technical bridge between the service desk and other IT functions
Communicate effectively with business stakeholders during escalations or projects

Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience)
4+ years in IT support with significant Tier 2/3 experience
Advanced knowledge of Windows, macOS, and Linux environments
Strong understanding of networking (TCP/IP, DNS, DHCP, VPNs, firewalls)
Experience with virtualization (VMware, Hyper-V), cloud services (Azure, AWS)
Experience with scripting and automation (PowerShell, Python, Bash)
Familiarity with identity and access management tools (Active Directory, Azure AD, MFA)
Familiarity with endpoint management, patching, and monitoring tools
ITIL Foundation, Microsoft/Azure certifications, or cloud-related certifications (AWS/Azure Solutions Architect, etc.) preferred
Excellent written and verbal communication skills
Experience supporting regulated, high-availability, and fast-paced environments with a customer-focused mindset
Strong collaboration skills, ability to work under pressure, and manage escalations effectively
Competence in documentation and change management processes
Excellent analytical and problem-solving skills

Tier 3 Support Engineer

Key skills