Tier 3 Operations/Service Desk Engineer

Serve as the technical escalation point (Tier 3) for complex infrastructure, security, and operational issues Troubleshoot and resolve critical incidents affecting enterprise systems, connectivity, and end users Act as the technical SME across IT operations, networking, security, cloud, and endpoint management Support service desk and operations teams while partnering with leadership on major technical issues and initiatives Drive operational excellence through documentation, process improvement, and automation opportunities Must-Have Qualifications 10+ years of experience in IT 3+ years serving as an escalation point for critical incidents Strong hands-on experience across: IT Operations / Service Operations Network Infrastructure & Connectivity Security Operations (SecOps) Cloud and On-Prem Environments (AWS preferred) Ability to troubleshoot and resolve complex enterprise-wide technical issues independently Experience supporting organizations with security and compliance frameworks such as SOC 2, ISO 27001, or similar Technical Expertise Networking & Infrastructure Strong knowledge of DNS, DHCP, VLANs, VPNs, routing/switching, and wireless networking Experience supporting network and security platforms such as Meraki, SonicWall, or Fortinet Ability to troubleshoot connectivity issues across multiple locations Identity & Security Experience with Entra ID, Okta, SSO, MFA, and Conditional Access. Understanding of identity governance, least-privilege access, and security best practices. Familiarity with MDR solutions and password management platforms. Experience administering Windows and Mac environments Experience with MDM solutions such as Jamf, Addigy, or similar Experience with Microsoft 365 administration and RMM platforms Service Operations Experience with Jira Service Management (JSM) Knowledge of incident management, on-call escalation processes, SLAs, workflows, and operational documentation Cloud & Collaboration Experience supporting AWS and hybrid cloud environments Knowledge of Microsoft 365 services including Exchange Online, Teams, and SharePoint Familiarity with DNS management, SSL certificates, domain administration, and email security Nice-to-Have Qualifications Experience participating in audits and compliance initiatives Manufacturing industry experience Experience leveraging AI and automation tools (Microsoft Copilot, ChatGPT, workflow automation tools) to improve operational efficiency Advanced documentation and diagramming skills (Visio, knowledge bases, SOP creation) #J-18808-Ljbffr Insight Global