JD- IT Operations Technician (Tier 3)

Location: Remote
 

Position Summary

We are seeking an experienced IT Operations Technician (Tier 3) to provide advanced technical support, troubleshoot complex infrastructure issues, and ensure the stability, security, and performance of enterprise IT systems. This role serves as the highest level of escalation for technical incidents and works closely with infrastructure, security, and application teams to resolve critical issues and improve operational processes.

Key Responsibilities

• Serve as the Tier 3 escalation point for complex technical issues and major incidents.
• Diagnose and resolve advanced hardware, software, network, and system-related problems.
• Manage and support servers, operating systems, cloud services, and enterprise applications.
• Monitor system performance, availability, and security across the IT environment.
• Perform root cause analysis and implement long-term solutions to prevent recurring issues.
• Collaborate with Tier 1 and Tier 2 support teams to provide guidance and knowledge transfer.
• Maintain and improve IT operational procedures, documentation, and knowledge base articles.
• Participate in system upgrades, patch management, migrations, and disaster recovery activities.
• Support identity management, access controls, and security compliance initiatives.
• Work with vendors and third-party providers to resolve technical issues when necessary.

Required Qualifications

• Associate's or Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience).
• 5+ years of experience in IT support, systems administration, or IT operations.
• Strong knowledge of Windows and/or Linux operating systems.
• Experience supporting enterprise networks, servers, virtualization, and cloud environments.
• Proficiency with Active Directory, Microsoft 365, and endpoint management tools.
• Experience troubleshooting complex infrastructure and application issues.
• Strong understanding of networking concepts, including DNS, DHCP, TCP/IP, VPNs, and firewalls.
• Excellent problem-solving and analytical skills.
• Strong verbal and written communication abilities.

Preferred Qualifications

• Experience with cloud platforms such as AWS, Azure, or Google Cloud.
• Knowledge of scripting or automation tools (PowerShell, Bash, Python).
• Experience with monitoring and ticketing systems.
• IT certifications such as CompTIA Network+, Security+, Microsoft, Azure, AWS, or ITIL certifications.
• Experience in cybersecurity operations and incident response.