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Tier 3 Support Engineer

Pennant Services

Eagle, Idaho

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JOB DETAILS
SKILLS
Amazon Web Services (AWS), Analysis Skills, Architectural Services, Bash Scripting, Business Operations, Business Strategy, Change Management, Cloud Computing, Communication Skills, Computer Science, Continuous Improvement, Cross-Functional, Customer Relations, Customer Support/Service, DHCP (Dynamic Host Configuration Protocol), DNS (Domain Name System), Document Change Management, Documentation, Firewalls, Healthcare, High Availability, ITIL (IT Infrastructure Library), Identity Data Management, Incident Management, Incident Response, Information Technology & Information Systems, Knowledge Base, Linux Operating System, Mac Operating System, Machine Tool, Mentoring, Microsoft Active Directory, Microsoft Certifications, Microsoft Hyper-V, Microsoft Windows Azure, Microsoft Windows Operating System, On Call, Presentation/Verbal Skills, Problem Solving Skills, Productivity Management, Python Programming/Scripting Language, Release Management/Engineering, Risk Analysis, Root Cause Analysis, Scripting (Scripting Languages), Software Patches, System Integration (SI), Systems Administration/Management, Systems Reliability, TCP/IP (Transmission Control Protocol/Internet Protocol), Team Player, Technical Support, VMWare, VPN (Virtual Private Network), Virtualization, Windows PowerShell, Writing Skills
LOCATION
Eagle, Idaho
POSTED
5 days ago
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

About the Company

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Pennant Services