Network Engineer

Role Overview

The Tier 3 Network Engineer provides expert‑level technical support for the most complex, high‑impact incidents escalated from Tier 2. This role focuses on root cause analysis, system stability, architecture‑level troubleshooting, and long‑term issue prevention. Tier 3 engineers serve as the final internal escalation point, technical authority, and problem‑management leaders within the Service Desk organization.

Key Responsibilities

Expert Incident Resolution

• Resolve the most complex and critical technical incidents across customer environments

• Troubleshoot advanced issues involving:

• Servers, virtualization, and infrastructure

• Network architecture, security, and connectivity

• Cloud platforms, backups, and business‑critical systems

• Act as final escalation point before leadership or vendor escalation

• Handle Priority‑1 / high‑severity incidents with urgency and precision

Problem Management & Root Cause Analysis

• Perform deep root cause analysis for recurring or systemic issues

• Identify long‑term corrective and preventive actions

• Lead post‑incident reviews and documentation

• Reduce repeat incidents through architectural, configuration, or process improvements

Engineering Leadership & Knowledge Creation

• Create advanced technical documentation and standards

• Develop fixes, workarounds, and best practices for Tier 1 and Tier 2 use

• Share technical knowledge through mentoring and training

• Review and improve monitoring, alerting, and escalation thresholds

Cross‑Team Collaboration

• Collaborate with project teams to transition new systems into support

• Work with vendors and external partners on escalations

• Provide technical guidance to sales or leadership when required

• Support on‑call and after‑hours escalation responsibilities

Key Result Areas (KRAs) & Performance Measures

KRA 1: Critical Incident Resolution

Measures

• Mean Time to Resolution (MTTR) for high‑severity incidents

• Percentage of critical issues resolved without external escalation

• Effectiveness under incident pressure

KRA 2: Root Cause Accuracy & Prevention

Measures

• Reduction in repeat and recurring incidents

• Quality and accuracy of root cause analysis

• Success rate of long‑term fixes

KRA 3: System Stability & Reliability

Measures

• Uptime and stability improvement trends

• Proactive identification of technical risk

• Effectiveness of monitoring and alerting improvements

KRA 4: Knowledge Leadership & Documentation

Measures

• Quality and adoption of documentation

• Contributions enabling lower‑tier resolution

• Reduced Tier 2 and Tier 3 escalations via shared knowledge

KRA 5: Team Enablement & Mentorship

Measures

• Effectiveness of Tier 2 mentorship

• Knowledge transfer and skill development impact

• Technical leadership feedback from peers and management

Required Skills & Qualifications

Required

• 5–8+ years of progressive IT support or engineering experience

• Expert troubleshooting skills across infrastructure, networking, and systems

• Strong analytical and documentation skills

• Experience handling high‑severity production incidents

• Ability to communicate complex technical concepts clearly

Preferred

• Experience in an MSP or multi‑client environment

• Advanced experience with virtualization, cloud platforms, and security

• Relevant technical certifications or equivalent hands‑on expertise

• Experience contributing to architectural decisions or standards