Tier 3 Support Engineer

We are a collection of independent, locally led healthcare companies united by a shared purpose and the CAPLICO values-Celebration, Accountability, Passion, Love, Intelligence, Customer Second, and Ownership. 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.

WHO WE ARE

At Pennant, our culture is our competitive advantage. We are a collection of independent, locally led healthcare companies united by a shared purpose and the CAPLICO values-Celebration, Accountability, Passion, Love, Intelligence, Customer Second, and Ownership. We believe great results come from empowered leaders, strong relationships, and people who take ownership of their work.

JOB SUMMARY
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.

JOB DUTIES
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.

The above statements are only meant to be a representative summary of the major duties and responsibilities performed by incumbents of this job. The incumbents may be requested to perform job-related tasks other than those stated in this description.

QUALIFICATIONS

• 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.

Wage: Dependent on Experience
Type: Full-Time

Location: Hybrid in Eagle, ID, Nashville, TN, Salt Lake City, UT, or Farmington, CT

Additional Information

We are committed to providing a competitive Total Rewards Package that meets our employee's needs.

From a choice of medical, dental and vision plan to retirement savings opportunities through a 401(k), company match and various other features, we offer a comprehensive benefits package. We believe in great work, and we celebrate our employees' efforts and accomplishments both locally and companywide, recognizing