Service Desk Tier 3 Engineer

Responsibilities

• Serve as the highest level of technical escalation for complex incidents and service requests.
• Diagnose and resolve advanced hardware, software, operating system, network, and application issues.
• Provide technical leadership and guidance to Tier 1 and Tier 2 support personnel.
• Perform advanced troubleshooting across Windows, macOS, Linux, and enterprise technology environments.
• Resolve recurring issues through root cause analysis and implementation of permanent solutions.
• Lead investigation and resolution of critical and high-priority incidents.
• Analyze trends and recurring issues to identify opportunities for service improvement.
• Develop corrective action plans to reduce incident volume and improve service quality.
• Document technical findings, solutions, and knowledge articles.
• Support endpoint management, device configuration, software deployment, and operating system troubleshooting.
• Aid in enterprise infrastructure projects, upgrades, and technology refresh initiatives.
• Support remote access technologies, VPN services, wireless connectivity, and collaboration platforms.
• Provide technical consultation and support for executive leadership and VIP users.
• Communicate technical issues, risks, and resolutions to both technical and non-technical stakeholders.
• Maintain a strong customer service focus while addressing complex technical challenges.
• Ensure timely resolution of escalated issues in accordance with service level agreements (SLAs).

Qualifications

• Minimum of five (5) years of experience providing advanced technical support, systems support, infrastructure support, or service desk escalation support.
• Experience supporting enterprise Windows, macOS, and Linux environments.
• Demonstrated expertise troubleshooting complex hardware, software, network, and application issues.
• Experience supporting enterprise collaboration technologies, remote access solutions, and end-user computing environments.
• Strong analytical, troubleshooting, and problem-solving skills.
• Experience performing root cause analysis and implementing corrective actions.
• Excellent written and verbal communication skills.
• Ability to work independently and manage multiple priorities in a fast-paced environment.

Benefits

• Comprehensive Medical, Dental, and Vision Insurance
• Employer-Paid Life Insurance
• Employer-Paid Short-Term and Long-Term Disability Insurance
• 401(k)
• Paid Time Off (PTO) that includes Vacation Leave, Sick Leave, and 11 Paid Holidays