Position Objective:
The IT Support Technician III is a senior technical expert and escalation point within the US and LATAM IT support team. This role provides advanced problem resolution, technical leadership, and guidance on complex IT issues, while contributing to strategic IT projects and ensuring operational excellence. The Engineer III is recognized as a trusted technical authority, with expertise in enterprise device management tools such as Microsoft Intune and/or Jamf.
Responsibilities:
- Serve as the primary escalation point for complex technical incidents and problems, providing advanced troubleshooting and resolution.
- Act as a subject-matter expert for hardware, software, network, and enterprise applications, with a focus on device management using Microsoft Intune and/or Jamf.
- Lead and contribute to IT projects, including system upgrades, migrations, software deployments, and infrastructure initiatives.
- Develop and maintain technical documentation, standard operating procedures, and knowledge base articles for the IT support team.
- Mentor and provide guidance to Level I and Level II IT support staff, sharing expertise and fostering technical growth.
- Collaborate with internal IT teams, vendors, and service providers to resolve critical issues and implement solutions.
- Monitor trends in incidents and proactively implement technical solutions to prevent recurring problems.
- Ensure compliance with IT security policies, corporate standards, and regulatory requirements.
- Support IT leadership by providing technical recommendations, input on IT strategy, and guidance for continuous improvement initiatives.
- Lead initiatives to optimize IT support processes, tools, and workflows, enhancing overall team efficiency and service quality.
Other responsibilities as assigned.
Qualifications:
- Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience).
- 8+ years of IT support experience, including advanced technical troubleshooting and project involvement.
- Recognized technical expertise in enterprise IT environments, including Windows, macOS, mobile devices, networking, collaboration tools, and business-critical applications.
- Strong knowledge and hands-on experience with Microsoft Intune and/or Jamf for enterprise device management.
- Experience as a technical escalation point or subject-matter expert.
- Proven ability to mentor and guide junior IT staff.
- Strong analytical, problem-solving, and decision-making abilities.
- Familiarity with ITIL-aligned processes, IT service management, and compliance frameworks.
- Excellent communication and interpersonal skills, with the ability to translate technical concepts for business stakeholders.
- Experience in regulated industries (medical device, healthcare, pharma) is highly desirable.
- Proactive, solution-oriented mindset with a focus on continuous improvement and operational excellence.
- Demonstrable experience with Intune and/or Jamf is required.
Benefits:
- Comprehensive Medical, Dental, and Vision
- Life Insurance
- Supplemental Benefits
- 401(k) with both Traditional and Roth options available
- Employee Stock Purchase Plan (ESPP)
- 10 Paid Company Holidays
- Competitive PTO plan
- Tuition Reimbursement
