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,