Pennant

Tier 3 Support Engineer

Pennant

full-time

Posted on:

Location Type: Hybrid

Location: Eagle • Connecticut • Idaho • United States

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Tech Stack

AWSAzureCloudDNSFirewallsLinuxMacOSPythonTCP/IPVMware

About the role

  • Provide advanced technical expertise for complex incidents, major outages, and escalations beyond the scope of Tier 1 and Tier 2 support
  • 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
  • Document incident findings, lessons learned, and permanent fixes
  • 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
  • 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
  • Act as a technical bridge between the service desk and other IT functions
  • Communicate effectively with business stakeholders during escalations or projects

Requirements

  • 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 tools
  • 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
Benefits
  • Choice of medical, dental and vision plan
  • Retirement savings opportunities through a 401(k)
  • Company match
  • Training sessions and seminars
  • Wide range of free e-courses through Learning Management System
  • Recognition programs like Moments of Truth Program
  • Professional growth and development support
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
root cause analysisWindowsmacOSLinuxnetworkingTCP/IPDNSDHCPVPNsfirewalls
Soft Skills
communicationcollaborationproblem-solvingmentoringcustomer-focused mindsetability to work under pressuremanaging escalationsdocumentationanalytical skillschange management
Certifications
ITIL FoundationMicrosoft certificationsAzure certificationsAWS Solutions Architect