Job Title: Engineer Support 3
Department: Information Technology
Reports To: Engineer Support Manager
FLSA Status: Salaried/Exempt
Date Issued:
Revised Date: 10/8/2026
Purpose of Position:
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.
Essential Duties and Responsibilities:
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- 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.
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- 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.
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- Endpoint Management: Images, configures, deploys, and patches Windows workstations, laptops, and mobile devices using endpoint and mobile device management tools.
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- 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.
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- Identity and Access Support: Manages Active Directory/Entra ID accounts, groups, MFA, and Microsoft 365 access in line with approval and security procedures.
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- Incident and Problem Management: Manages assigned tickets in Freshservice within SLA; identifies recurring issues, performs root cause analysis, and drives permanent fixes.
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- Knowledge Management: Writes and maintains knowledge base articles, runbooks, and troubleshooting guides that increase first-contact resolution for Tier 1 and Tier 2.
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- Projects and Rollouts: Plans and executes IT work for new store openings, remodels, relocations, hardware refreshes, and DC equipment deployments, including on-site installation.
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- Asset Management: Maintains accurate hardware inventory and lifecycle records; manages warranty claims, RMAs, and equipment disposal.
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- Vendor Coordination: Works with hardware, software, and break-fix vendors to resolve escalated issues and holds them to service commitments.
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- 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.
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- Process Improvement and Automation: Identifies repetitive support tasks and improves them through scripting (e.g., PowerShell), service catalog items, and workflow automation.
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- Mentorship: Coaches Tier 1 and Tier 2 technicians, assists with onboarding new support Outfitters, and shares technical knowledge across the team.
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- All other duties as assigned