Service Desk Tier 3 Engineer - BRMi

Key Responsibilities

• Act as the senior escalation point for complex technical issues across desktop, server, network, and enterprise applications.
• Lead root cause analysis, develop corrective actions, and implement long‑term solutions to prevent recurrence.
• Collaborate with infrastructure, security, and engineering teams to maintain high availability and performance of NIH enterprise IT services.
• Document troubleshooting procedures, update knowledge base, and mentor Tier 1/2 staff on advanced problem‑solving techniques.
• Participate in on‑call rotations and incident response, ensuring timely resolution of critical incidents.

Requirements

• Proven experience in Tier 3 support within a large enterprise IT environment.
• Strong knowledge of Windows/Linux server administration, networking protocols, and enterprise application troubleshooting.
• Excellent analytical, communication, and documentation skills.
• Ability to work independently and collaborate across cross‑functional teams.
• Relevant certifications (e.g., Microsoft Certified: Azure Administrator, CompTIA Network+, or similar) are a plus.