Engineer Support 3

The Engineer Support 3 is a senior member of the IT support team who provides advanced (Tier 3) technical support to Outfitters at the Store Support Center (SSC), the Distribution Center (DC), and our retail stores. This role is the escalation point for complex issues that Tier 1 and Tier 2 cannot resolve, owns root cause analysis for recurring problems, and leads hands-on work such as store openings, remodels, and hardware refreshes. The Engineering Support Tech 3 also builds the knowledge and processes that help the rest of the support team resolve issues faster, and mentors other Outfitters on the team., * Advanced Technical Support: Serves as the escalation point for complex incidents across end-user devices, store systems, DC equipment, and business applications; resolves issues remotely or on site.

• Store Systems and POS Support: Troubleshoots point-of-sale registers, receipt printers, scanners, payment terminals, handheld devices, and other store technology, coordinating with vendors as needed.
• Endpoint Management: Images, configures, deploys, and patches Windows workstations, laptops, and mobile devices using endpoint and mobile device management tools.
• Network and Connectivity Troubleshooting: Diagnoses store and DC connectivity issues, including Wi-Fi, switches, and circuits; gathers data and escalates to network engineering and carriers with clear findings.
• Identity and Access Support: Manages Active Directory/Entra ID accounts, groups, MFA, and Microsoft 365 access in line with approval and security procedures.
• Incident and Problem Management: Manages assigned tickets in Freshservice within SLA; identifies recurring issues, performs root cause analysis, and drives permanent fixes.
• Knowledge Management: Writes and maintains knowledge base articles, runbooks, and troubleshooting guides that increase first-contact resolution for Tier 1 and Tier 2.
• Projects and Rollouts: Plans and executes IT work for new store openings, remodels, relocations, hardware refreshes, and DC equipment deployments, including on-site installation.
• Asset Management: Maintains accurate hardware inventory and lifecycle records; manages warranty claims, RMAs, and equipment disposal.
• Vendor Coordination: Works with hardware, software, and break-fix vendors to resolve escalated issues and holds them to service commitments.
• Security and Compliance: Follows and reinforces security policies and supports compliance requirements, including PCI DSS in stores and the systems that support firearms (FFL/ATF) record keeping.
• Process Improvement and Automation: Identifies repetitive support tasks and improves them through scripting (e.g., PowerShell), service catalog items, and workflow automation.
• Mentorship: Coaches Tier 1 and Tier 2 technicians, assists with onboarding new support Outfitters, and shares technical knowledge across the team.
• All other duties as assigned, * The employee may be required to exert up to 10 lbs. of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects, including the human body. Involves sitting most of the time, but may involve walking or standing for brief periods of time
• Specific vision abilities required by this job include near acuity at 20 inches or less due to computer work
• While performing the duties of this job, the employee will experience a moderate noise level (i.e. business office with computers, phone, and printers, light traffic)

• Expert-level troubleshooting of Windows 10/11, Microsoft 365, and common peripherals
• Working knowledge of Active Directory, Entra ID, and Group Policy
• Experience with endpoint management tools (e.g., Ninjaone, Microsoft Intune, Configuration Manager, or similar)
• Experience supporting retail POS hardware and peripherals preferred
• Understanding of networking fundamentals (TCP/IP, DNS, DHCP, Wi-Fi, VLANs)
• Experience with ITSM ticketing tools and ITIL-aligned processes; Freshservice experience a plus
• PowerShell or other scripting experience a plus
• Strong customer service skills and the ability to explain technical issues clearly to non-technical Outfitters
• Ability to work independently, manage competing priorities, and stay calm under pressure during store-impacting outages
• Ability to support after-hours work, on-call rotation, and store events as needed

Education/Experience:

• Associate’s or bachelor’s degree in Information Technology or a related field, or an equivalent combination of education and experience
• 3-5 years of IT support experience, including at least 2 years at a Tier 2 or Tier 3 level; multi-site or retail experience preferred

Certificates, Licenses, Registrations:

None required. Preferred: CompTIA A+, Network+, or Security+; Microsoft 365 Certified: Endpoint Administrator Associate; ITIL 4 Foundation; or equivalent.