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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Tier 3 Support Engineer - **Company:** Pennant Services - **Location:** Nashville, TN, United States - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Active Directory, Amazon Web Services, Apple Mac Systems, Microsoft Azure, Bash Shell, Dynamic Host Configuration Protocol, Domain Name System (DNS), Multi-Factor Authentication, Hyper-V, Virtual Private Networks (VPN), Python (Programming Language), Linux System Administration, Windows PowerShell, Release Management, Azure Active Directory, Cloud Services, TCP/IP, Virtualization Technology, Reliability of Systems, Firewalls (Computer Science), Information Technology, 3-tier Architectures, Vmware - **Published:** May 30, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=f12a149626267e90 ## About the Role Do you have experience in macOS support?, Do you have a Bachelor's degree?, * 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. * ITIL Foundation, Microsoft/Azure certifications, or cloud-related certifications (AWS/Azure Solutions Architect, etc.) preferred. * 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. ## Description 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., Advanced Incident & Problem Management * 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. Project & Technical Involvement * 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. Knowledge & Continuous Improvement * 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. Liaison & Collaboration * 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. ## Related Videos - [Why segmenting your infrastructure into tiers makes your infrastructure design better](https://www.wearedevelopers.com/videos/1960-why-segmenting-your-infrastructure-into-tiers-makes-your-infrastructure-design-better) - [An Applied Introduction to eBPF with Go](https://www.wearedevelopers.com/videos/1075-an-applied-introduction-to-ebpf-with-go) - [WebAssembly: The Next Frontier of Cloud Computing](https://www.wearedevelopers.com/videos/972-webassembly-the-next-frontier-of-cloud-computing) - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [Turning Container security up to 11 with Capabilities](https://www.wearedevelopers.com/videos/718-turning-container-security-up-to-11-with-capabilities) - [Generating code with Angular schematics](https://www.wearedevelopers.com/videos/129-generating-code-with-angular-schematics) ## Related Articles - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [What’s the Difference between a Junior, Mid, and Senior Developer?](https://www.wearedevelopers.com/magazine/238-what-s-the-difference-between-a-junior-mid-and-senior-developer) - [The Best Job Search Websites of 2025](https://www.wearedevelopers.com/magazine/368-the-best-job-search-websites-of-2025)