Tier III Helpdesk Lead

Tier III Helpdesk Lead

Are you the person your team tags when all else fails - the one who actually enjoys untangling the gnarliest tech problems? If diving deep into a mystery incident, building slick Service Now automations, and being the last line of defense sounds like your idea of a great day, we want to hear from you. This isn't your average helpdesk role - Tier III is where the real puzzle-solving happens, and we're looking for someone who thrives under pressure, thinks outside the ticket, and isn't afraid to break (and fix) things in the name of progress.

Responsibilities:

• Serve as the final escalation point for complex technical issues unresolved by Tier I and Tier II, owning tickets through to resolution within our ticketing system.
• Diagnose and resolve advanced hardware, software, network, and infrastructure issues, documenting all findings and resolutions.
• Lead root cause analysis (RCA) for critical incidents and outages, completing post-mortems and linking problem records to known error articles in the CMDB.
• Administer and troubleshoot enterprise systems including servers, virtualization platforms, cloud environments, Entra , and core network infrastructure.
• Investigate and respond to security incidents, enforcing patch management, vulnerability remediation, and compliance policies.
• Create and maintain technical documentation.
• Develop and deploy automated solutions using Power Shell, Python, or Bash to eliminate repetitive tasks, accelerate remediation, and improve system reliability.
• Leverage platform reporting and dashboards to identify ticket trends, recurring incidents, and opportunities for proactive problem management.
• Engage vendors and third-party publishers to resolve product defects and act as a technical liaison between IT and business stakeholders during major incidents or projects.
• Author and maintain knowledge base articles, runbooks, and SOPs.
• Manage, mentor and train Tier 1/2 staff to reduce escalation volume.

Qualifications:

• 3+ years of IT support experience with exposure to advanced troubleshooting or escalation.
• Hands-on experience with Microsoft Azure (M365, Intune, Entra , or similar).
• Working knowledge of ITSM platforms.
• Some scripting or automation experience (Power Shell, Python, or Bash).
• A strong communicator who stays composed under pressure.

Preferred

Skills and Experience:

• Microsoft Azure (AZ-900, AZ-104) and Microsoft 365 certifications.
• ITIL certification.
• Experience with Microsoft 365, Intune, or cloud environments.

You Love To:

• Learn and deploy modern technologies.
• Perform as a self-starter and manage your own time.
• Analyze and solve tough technical problems by leveraging leading-edge technologies.
• Demonstrate your expertise through a consultative and collaborative approach to engineering.
• Join monthly company outings and quarterly local service projects.
• Eat lunch as a team every Friday and have your hand at conquering our reigning ping-pong champions.

$70,000 - $90,000 a year

This description highlights the core duties of the position; however, responsibilities may evolve as needs change and opportunities arise.

About Us:

Cloudforce is a spirited team defined by the shared values of excellence, growth, teamwork, passion, giving back, and glee. As technophiles, we thrive on the latest developments in our chosen field of expertise: cloud computing. As humans, we are driven by the opportunities to make life better through the thoughtful application of technology. At Cloudforce, these two pursuits combine to form an effective, human-centered approach for making cloud solutions accessible for businesses, app developers, and entrepreneurs, alike.

We offer our employees unique opportunities to learn, grow, and be part of a team that believes in more than just typical nine-to-five activities. We've built a culture around openness, inclusiveness, giving back to the community, team-building, and growth. Whether it be through monthly team outings, annual trips, or our frequent charitable activities, we're serious about making each team member feel like they're part of our team.

Cloudforce offers everything you'd expect in the perfect technology job…

• Outstanding opportunities to learn,…