IT Help Desk Technician Tier 3

DoveIT is seeking an experienced IT Support Engineer III who can bridge advanced technical support and systems engineering. This role owns complex escalations, administers supported client environments, and delivers defined infrastructure project work across servers, networks, cloud services, identity, security, backup, and endpoint management. It is designed for a support professional ready to build deeper implementation, change-management, and infrastructure-engineering experience.

Position Overview

Success in this role is measured by the consistent resolution of complex incidents, reduction of repeat escalations, reliable delivery of assigned project work, complete technical documentation, secure and supportable configurations, effective mentoring of Tier 1 and Tier 2 technicians, and successful transition of new or changed systems into ongoing support.

Key Skills

• Advanced troubleshooting, root-cause analysis, and problem management
• Windows Server, virtualization, storage, backup, and recovery
• Microsoft 365, Entra ID, Active Directory, Group Policy, Intune, and hybrid identity
• TCP/IP, DNS, DHCP, VLANs, routing, VPNs, wireless, switching, and firewalls
• Endpoint management, EDR, monitoring, patching, and security standards
• Infrastructure implementation, change control, validation, and technical handoff
• PowerShell, approved automation, incident leadership, mentoring, and client communication Primary Responsibilities
• Serve as the senior escalation point for incidents and requests that cannot be resolved through Tier 2 procedures or require infrastructure-level access, analysis, coordination, or remediation.
• Own complex issues through resolution, an actionable handoff, or formal transition into problem, change, security, vendor, or project workflows; maintain communication and follow-up until responsibility is accepted by the receiving party.
• Diagnose multi-user, multi-site, and service-wide issues by correlating logs, monitoring, network captures, endpoint telemetry, configuration records, ticket history, and controlled testing.
• Identify root causes, restore service safely, document corrective actions, and recommend standards, monitoring, automation, or design improvements that reduce recurrence.
• Administer supported Windows Server, Microsoft 365, Active Directory, Entra ID, Group Policy, Intune, virtualization, backup, network, security, and cloud services within approved authority.
• Troubleshoot and perform authorized changes involving DNS, DHCP, VLANs, routing, VPNs, switching, wireless, firewalls, identity, access, storage, backup, and endpoint management.
• Support high-impact incidents by determining scope, stabilizing services, preserving evidence, coordinating resources, communicating status, and validating recovery.
• Deliver assigned project work involving endpoint deployments, network upgrades, server replacements, cloud migrations, identity improvements, security deployments, onboarding, and infrastructure standardization.
• Convert approved scope into executable tasks with prerequisites, dependencies, risks, implementation steps, rollback requirements, validation, documentation, and support handoff.
• Independently deliver approved lower-risk tasks and perform higher-risk changes under an approved change process or project plan, with direction from a Systems Engineer or other designated technical lead.
• Validate backups, access, licensing, connectivity, security controls, maintenance windows, and stakeholder readiness before production changes; test completed work against acceptance and supportability requirements.
• Maintain accurate implementation, configuration, asset, knowledge, runbook, diagram, ticket, and handoff records so completed work can be supported and audited.
• Perform infrastructure health reviews to identify lifecycle, capacity, backup, configuration, security, and monitoring risks; document the evidence, business impact, recommended priority, and required remediation path.
• Mentor Tier 1 and Tier 2 technicians, return supportable work with clear procedures and escalation criteria, and share reusable technical knowledge.
• Develop safe PowerShell or approved automation for diagnostics, reporting, validation, deployment, and remediation.
• Recognize suspected security incidents, preserve evidence, act only within documented authority, and escalate immediately.
• Participate in scheduled maintenance and implementation windows, emergency remediation, and an approved after-hours or on-call rotation when required; communicate availability, status, and handoff information according to established procedures.

Required Qualifications

• Three or more years of progressive experience in technical support, network support, systems administration, managed services, or a comparable infrastructure-focused role, including responsibility for escalated issues or infrastructure-level support.
• Demonstrated success resolving complex escalations involving multiple systems, users, sites, vendors, or technical disciplines.
• Strong knowledge of Windows desktop and server administration, including services, logs, patching, permissions, storage, recovery, PowerShell fundamentals, and performance troubleshooting.
• Hands-on experience administering Microsoft 365 services, including Exchange Online, Teams, SharePoint Online, and OneDrive, as well as Microsoft Entra ID, Active Directory, Group Policy, multifactor authentication, Conditional Access, licensing, and hybrid identity.
• Strong understanding of networking fundamentals, including TCP/IP, subnetting, DNS, DHCP, VLANs, routing, NAT, VPNs, wireless, switching, and firewalls, together with working knowledge of virtualization, storage, backup, monitoring, endpoint management, and EDR.
• Experience delivering infrastructure changes or project tasks through documented scope, implementation, testing, change control, validation, acceptance, and operational handoff.
• Ability to review, test, safely adapt, and document PowerShell or other approved scripts for diagnostics, reporting, configuration, deployment, or remediation.
• Experience with ticketing, remote monitoring and management, documentation, asset, knowledge, and project-management platforms.
• Strong written and verbal communication skills, sound prioritization and technical judgment, and demonstrated ownership of work from initial assessment through resolution, validation, documentation, or accepted handoff. The role also requires collaboration, attention to detail, and disciplined follow-through. Preferred Qualifications
• Experience working for a managed service provider or supporting multiple client environments.
• Experience with Microsoft Azure, Hyper-V, VMware, Intune, Autopilot, infrastructure monitoring, backup, network management, migrations, deployments, onboarding, or security-improvement projects.
• Bachelor’s degree in information technology, computer science, or a related field, or equivalent practical experience.
• Relevant certifications such as CompTIA Network+ or Security+, Microsoft 365 Endpoint Administrator, Azure Administrator, Cisco CCNA, or comparable credentials.
• Knowledge of approved AI integration for technical research, troubleshooting, incident summarization, documentation, knowledge retrieval, script development, log analysis, workflow automation, API-based integration, and human-reviewed remediation. Familiarity with prompt design, retrieval-augmented generation, model limitations, data classification, access controls, auditability, and secure handling of client information is preferred. Candidates must validate AI-generated output against authoritative evidence and retain human accountability for production decisions and changes.