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.

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.

• Advanced troubleshooting, root-cause analysis, and problem management
• Windows Server, virtualization, storage, backup, and recovery
• Microsoft 365, Entra , 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
• Power Shell, approved automation, incident leadership, mentoring, and client communication

• 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 , 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 Power Shell or approved automation for diagnostics, reporting, validation, deployment, and remediation.
• Recognize suspected security incidents, preserve evidence, act only within documented authority, and escalation 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.

• 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…