IT Support (Tier 3) – 3 Roles
Position Overview:
Tier 3 IT Support Engineers resolve the most complex technical issues escalated from Tier 1 and 2. They possess deep expertise in specific technologies, provide root-cause analysis, and implement permanent fixes to prevent recurrence.
Key Responsibilities:
- Act as the final escalation point for critical and complex IT incidents and problems.
- Perform advanced troubleshooting across servers, networks, applications, and cloud services.
- Conduct root cause analysis (RCA) and implement corrective actions.
- Develop and document solutions and standard operating procedures (SOPs).
- Mentor Tier 1 and 2 support staff.
- Collaborate with engineering and development teams on system improvements.
- Manage and implement changes following ITIL change management processes.
- Participate in on-call rotation for major incident management.
- Stay current with emerging technologies and recommend improvements.
Qualifications:
- Bachelor’s degree in IT or related field, or equivalent experience.
- 5+ years of progressive IT support experience, with proven Tier 3/expert-level skills.
- Expertise in one or more areas: Windows Server, Linux, networking, virtualization, cloud (AWS/Azure), or enterprise applications.
- Certifications relevant to specialty (e.g., MCSE, CCNP, AWS Solutions Architect) highly valued.
- Exceptional analytical, problem-solving, and documentation skills.
