Tier 3 Support Engineer

Pennant Services • Eagle, ID

9h • Hybrid

About The Position

At Pennant, our culture is our competitive advantage. We are a collection of independent, locally led healthcare companies united by a shared purpose and the CAPLICO values — Celebration, Accountability, Passion, Love, Intelligence, Customer Second, and Ownership . We believe great results come from empowered leaders, strong relationships, and people who take ownership of their work. JOB SUMMARY The Tier 3 Support Engineer provides advanced technical expertise for complex incidents, major outages, and escalations beyond the scope of Tier 1 and Tier 2 support. This role is responsible for root cause analysis, long-term remediation, and active participation in IT projects and continuous improvement initiatives. The Tier 3 Engineer serves as a senior technical resource and a liaison between the service desk and other IT teams. This position participates in an on-call rotation and is responsible for responding to critical incidents and urgent escalations outside normal business hours.

Requirements

• Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience).
• 4+ years in IT support with significant Tier 2/3 experience.
• Advanced knowledge of Windows, macOS, and Linux environments.
• Strong understanding of networking (TCP/IP, DNS, DHCP, VPNs, firewalls).
• Experience with virtualization (VMware, Hyper-V), cloud services (Azure, AWS).
• Experience with scripting and automation (PowerShell, Python, Bash).
• Familiarity with identity and access management tools (Active Directory, Azure AD, MFA).
• Familiarity with endpoint management, patching, and monitoring tolls.
• Excellent written and verbal communication skills.
• Experience supporting regulated, high-availability, and fast-paced environments with a customer-focused mindset.
• Strong collaboration skills, ability to work under pressure, and manage escalations effectively.
• Competence in documentation and change management processes.
• Excellent analytical and problem-solving skills.

Nice To Haves

• ITIL Foundation, Microsoft/Azure certifications, or cloud-related certifications (AWS/Azure Solutions Architect, etc.) preferred.

Responsibilities

• Resolve escalated incidents requiring deep technical expertise.
• Perform root cause analysis for recurring issues and recommend long-term fixes.
• Support critical incidents, ensuring minimal disruption to business operations.
• Serve as part of the on-call rotation to address high-priority incidents, perform root cause analysis, and provide advanced support for critical systems.
• Document incident findings, lessons learned, and permanent fixes.
• Contribute to IT initiatives such as upgrades, system rollouts, and integrations.
• Partner with other IT teams on cross-functional projects.
• Assist with testing, rollout support, and post-implementation validation.
• Provide technical input and risk assessment during change management and release management procedures.
• Develop advanced documentation and knowledge base content.
• Mentor tier 1 and 2 to improve technical capability across the team.
• Recommend tooling, process, or architectural improvements to enhance support effectiveness and system reliability.
• Act as a technical bridge between the service desk and other IT functions.
• Communicate effectively with business stakeholders during escalations or projects.
• Ensure alignment of support with organizational IT strategy.
• Provide status updates, post-incident reports, and technical explanations as needed.

Benefits

• We are committed to providing a competitive Total Rewards Package that meets our employee’s needs. From a choice of medical, dental and vision plan to retirement savings opportunities through a 401(k), company match and various other features, we offer a comprehensive benefits package.
• We believe in great work, and we celebrate our employees' efforts and accomplishments both locally and companywide, recognizing people daily through our Moments of Truth Program.
• In addition to recognition, we believe in supporting our employees' professional growth and development. We provide employees a wide range of free e-courses through our Learning Management System as well as training sessions and seminars.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 1,001-5,000 employees