What are the responsibilities and job description for the Tier 3 Support Engineer position at Pennant Services, Inc.?
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 Nashville, TN 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 people daily through our Moments of Truth Program. In addition to recognition, we believe in supporting our employees' professional growth and development. We provide employees a wide range of free e-courses through our Learning Management System as well as training sessions and seminars. The employer for this position is stated in the job posting. The Pennant Group, Inc. is a holding company of independent operating subsidiaries that provide healthcare services through home health and hospice agencies and senior living communities located throughout the US. Each of these businesses is operated by a separate, independent operating subsidiary that has its own management, employees and assets. More information about The Pennant Group, Inc. is available at http://www.pennantgroup.com. Pennant Group is one of the most dynamic and progressive companies in the rapidly expanding senior living, home health, hospice, and home care industries. Affiliates of Pennant now operate more than 250 senior living, home health, hospice, and home care operations across 16 states and we are growing! These operations have no corporate headquarters or traditional management hierarchy. Instead, they operate independently with support from the “Service Center,” a world-class service team that provides the centralized clinical, legal, risk management, HR, training, accounting, IT and other resources necessary to allow on-site leaders and caregivers to focus squarely on day-to-day care and business issues in their individual agencies. More information about Pennant is available at https://pennantgroup.com/. Something else that sets us apart from other companies is the quality of our most valuable resources – our people! We are dedicated to living out our culture as defined by our core values, CAPLICO: Customer Second Accountability Passion for Learning Love One Another Intelligent Risk Taking Celebrate Ownership By incorporating these principles at all levels of our organization, our employees feel valued and excited about their impact on our service center team members and operational partners. Our culture fosters excellence both personally and professionally and promotes development that leads to continued success. We are an equal opportunity employer committed to ensuring that all conditions and privileges of employment, including recruitment, hiring, evaluation, transfer, promotion, discipline, determination of compensation and/or benefits, and termination of employment, for all job classifications, are based on qualifications and work record. No employment decision is made, nor do we discriminate, on the basis of race, color, religion, creed, sex/pregnancy, sexual orientation, gender identity, gender expression, age, national origin, ancestry, citizenship, veteran status, or disability.