Job Summary:The
IT Engineer 3 is responsible for handling complex technical issues escalated from Tier I and Tier II support, managing system configurations, software troubleshooting, network management, and assisting with more advanced IT infrastructure management. This role requires solid technical expertise and the ability to diagnose and resolve intricate issues, as well as collaborate with other teams to improve IT processes.
The IT Engineer 3 resolves complex technical issues escalated from Tier I and Tier II support, performing root cause analysis across operating systems, network services, and business applications. The role manages system and endpoint configuration, identity and access administration, patching, as well as VPN connectivity.
Scripting and automation are core to the role. The engineer writes and maintains production quality scripts in PowerShell, Python, and using AI tools to automate provisioning, configuration checks, reporting, and routine remediation, and experience with tools such as Ansible or Terraform is a plus.
The engineer collaborates with infrastructure, security, and application teams to automate workflows, improve monitoring coverage, and provide technical documentation and knowledge transfer to Tier I and Tier II staff.
Key Responsibilities:- Troubleshoot and resolve high-level technical issues related to hardware, software, and network configurations.
- Support and manage software deployments, updates, and patches for the organization's desktop and server systems.
- Create automation scripts utilizing Python, PowerShell, AI Tools and other programmatic languages.
- Collaborate with Tier I and Tier II engineers to ensure timely resolution of escalated tickets and share best practices.
- Work with critical systems team to complete projects, assist in configurations and troubleshooting.
- Assist with managing user accounts, permissions, and group policies in Active Directory or other directory services.
- Support the configuration and maintenance of company wide applications.
- Participate in IT project implementations and provide technical insights for system upgrades or new technologies.
- Assist lower tier engineers with desktop engineering tasks when needed and contribute to troubleshooting issues that affect complex desktop environments.
- Integrating company approved applications into the company Single-Sign-on provider for authentication.
- Participate in the on-call rotation.
- Mentor lower level staff members.
Qualifications:- 5-7 years of experience in an IT support or systems administration role.
- Strong knowledge of SSO technologies and methodologies, particularly OKTA.
- Proficient in system administration of both Windows desktop, Mac OS, and server operating systems. Linux experience a plus.
- Experience with virtualization technologies (e.g., VMware, Proxmox).
- Knowledge of ticketing systems and ITSM frameworks (e.g., ITIL).
- Strong problem-solving skills, ability to manage multiple priorities effectively and work under deadlines.
- Excellent scripting skills utilizing Python, PowerShell, and others. Development experience a plus.
- Ability to work closely with upper management and executive level staff on specific projects.
- Act as the high level technical resource for management.
- Strong asset lifecycle management skills.
