Support Specialist Tier 3

Position Summary

The Tier 3 Support Technician serves as the highest tier of technical escalation within the end-user support function, resolving complex incidents that cannot be addressed at Tier 1 or Tier 2. Beyond escalation work, the role owns Microsoft Intune endpoint management and the internal tooling the support team relies on. The ideal candidate is a hands-on subject-matter expert who takes complex issues end to end, finds the root cause behind recurring problems, and is the technical resource other analysts consult.

Advanced Troubleshooting & Escalation Resolution

• Serve as the final escalation point for complex hardware, software, and network incidents beyond Tier 1 and Tier 2 capabilities, owning them through to closure.
• Diagnose issues across Windows and macOS endpoints, Active Directory and Microsoft Entra ID, Microsoft 365, VPN, network connectivity, enterprise applications, and security tooling.
• Troubleshoot complex identity and access scenarios including single sign-on, multifactor authentication, conditional access, and privileged accounts.
• Perform root cause analysis (RCA) on recurring or high-impact incidents, coordinating with infrastructure, security, and application teams as needed.

Endpoint Management & Microsoft Intune

• Serve as a primary Microsoft Intune administrator, owning device configuration profiles, compliance policies, and endpoint security baselines.
• Package, deploy, and troubleshoot applications through Intune, including Win32 packaging with detection rules and requirement scripts, plus Store and line-of-business apps.
• Manage Windows Autopilot enrollment and provisioning, including Microsoft Entra join and Entra hybrid join scenarios.
• Administer Windows update policies and update rings, driver and firmware updates, and feature update deployments.
• Manage mobile enrollment and app protection policies for iOS and Android devices across corporate-owned and BYOD scenarios.
• Diagnose enrollment, sync, policy conflict, and compliance failures using Intune reporting and client-side diagnostics.
• Coordinate Intune configuration with Entra ID conditional access, BitLocker, Microsoft Defender, and Windows LAPS policies.
• Support co-managed and legacy Configuration Manager (SCCM) workloads and Jamf-managed macOS devices.

Internal Support Tooling Ownership

• Serve as technical owner of the tools the Solution Center uses daily, resolving issues that prevent analysts from working their queues.
• Administer the ITSM platform: ticket forms, workflows, assignment rules, service catalog items, and reporting views.
• Own the remote support tooling and the asset and inventory platform, including client deployment, permissions, and data reconciliation.
• Build and maintain PowerShell and Microsoft Graph API automations that reduce repetitive work for Tier 1 and Tier 2.
• Manage delegated administrative access, and test tool and endpoint configuration changes before they reach the team or the business.

ITSM Process & Service Quality

• Work within ITIL-aligned Incident, Problem, Change, and Service Request processes, maintaining accurate, detailed ticket documentation.
• Identify chronic problem areas and open formal Problem records; drive technical investigation to prevent recurring incidents.
• Contribute technically accurate articles to the internal Knowledge Base and maintain SOPs, runbooks, and troubleshooting guides.
• Provide technical input on proposed changes and submit change requests for endpoint or tooling work requiring formal approval.
• Monitor SLA compliance on assigned and escalated tickets; flag at-risk work proactively.

End-User Experience & Knowledge Sharing

• Deliver a professional support experience for internal stakeholders at all levels, including executive and VIP users.
• Serve as the technical escalation contact for dissatisfied users, de-escalating concerns and communicating clearly through resolution.
• Translate complex technical issues into clear, non-technical language for end users and business stakeholders.
• Act as a subject-matter expert that Tier 1 and Tier 2 analysts consult when escalating, providing technical direction on the issue at hand.
• Identify recurring friction points in the user experience and propose service improvements.
• Participate in after-hours on-call rotation or off-hours support coverage as required.

Vendor & Asset Management

• Coordinate with vendors and service providers for support cases, escalations, and renewals.
• Track infrastructure assets, licenses, warranties, and support agreements, and assist with procurement and lifecycle planning.

Required Qualifications

• 5+ years of progressive IT support experience, including at least 2 years in a Tier 2 or Tier 3 role within a corporate or enterprise environment.
• Hands-on Microsoft Intune administration experience: configuration profiles, compliance policies, application deployment, and Windows Autopilot.
• Expert-level troubleshooting across Windows 11 and Windows 10, macOS, Microsoft 365, Active Directory and Microsoft Entra ID, networking fundamentals (TCP/IP, DNS, DHCP), and VPN technologies.
• PowerShell scripting experience, including building and maintaining automations for a support team.
• Experience administering or configuring an enterprise ITSM platform (ServiceNow, Jira Service Management, Freshservice, or equivalent), including hands-on work with forms, workflows, and assignment rules.
• Strong understanding of ITIL concepts (Incident, Problem, Change, Service Request); ITIL Foundation certification strongly preferred.
• Excellent verbal and written communication skills, with the ability to adapt style for technical and non-technical audiences.
• Proven ability to manage multiple high-priority issues, prioritize effectively, and remain composed under pressure with minimal direction.

Preferred Qualifications

• Microsoft certifications: MD-102 (Endpoint Administrator), MS-102, or SC-300.
• Experience migrating workloads from Configuration Manager (SCCM) to Intune and administering co-management.
• Familiarity with Microsoft Graph API, Windows Autopatch, or Jamf.
• Experience supporting VIP/executive users in an enterprise environment.
• CompTIA A+, Network+, Security+, or similar industry certifications.
• Experience with writing and running PowerShell scripts.

Benefits

• Health Insurance (up to 80% of premium paid) and Prescription Drug Coverage
• Dental and Vision Coverage
• Company paid Life Insurance
• Company paid Short-term Disability
• 401(k) Retirement Plan w/ Company Match & Profit Sharing
• Voluntary Life and Long-term Disability Insurance
• Flexible Spending Account
• Employee Assistance Program
• Weekly Pay
• Paid Vacation and Holidays
• Training and Development
• Tuition Reimbursement Program
• Generous Merchandise Discount

This response is AI-generated, for reference only.