Tier 3 Support Engineer

Tekfortune Inc.; United States; Remote; USD 90,000 - 130,000; Full time

Job summary

Tekfortune Inc. seeks a Tier 3 Service Desk Engineer to lead complex desktop and endpoint support for a large migration initiative. You will be the senior escalation point for Windows, Microsoft 365, and enterprise endpoint management in a remote, long‑term engagement.

Responsibilities include migrations, OS upgrades, Intune/SCCM workflows, AD/Entra ID, and policy enforcement. A Secret clearance and DoD 8570 certification are required, with 5 years of enterprise Windows experience and strong

Qualifications

• Active Secret Clearance required and DoD 8570 certification (Security+ or equivalent).
• IAT level 2 or IAT level 3 certification.
• HS Diploma with a minimum of 5 years of experience.
• 5 years of experience supporting enterprise Windows environments.
• Experience providing Tier 3 desktop, endpoint, or service desk support.
• Strong troubleshooting experience with Windows 10/11 and Microsoft 365.
• Hands-on experience with Microsoft Intune and SCCM/MECM.
• Experience with Active Directory and Microsoft Entra ID.
• Experience supporting endpoint migrations, Windows upgrades, or hardware refresh projects.
• Strong understanding of networking fundamentals (DNS, DHCP, TCP/IP, VPN).
• Excellent problem-solving and root cause analysis skills.

Responsibilities

• Provide Tier 3 technical support for complex endpoint, desktop, and migration-related issues.
• Troubleshoot Windows 10/11 operating systems, hardware, drivers, user profiles, and device configurations.
• Support Windows migrations, hardware refreshes, operating system upgrades, and endpoint deployments.
• Investigate and resolve deployment failures, application issues, and endpoint performance problems.
• Serve as the escalation point for Tier 1 and Tier 2 support teams.
• Support Microsoft Intune, SCCM/MECM, Autopilot, and other endpoint management platforms.
• Troubleshoot Microsoft 365 services including Outlook, Teams, OneDrive, and authentication‑related issues.
• Support Active Directory, Entra ID, Group Policy, and user identity management.
• Assist with endpoint security technologies including BitLocker, Defender, Conditional Access, and device compliance.
• Create and maintain technical documentation, knowledge articles, and troubleshooting guides.
• Participate in migration cutovers, deployment activities, and post‑migration support efforts.

Skills

Windows troubleshooting

Tier 3 support

Root cause analysis

Documentation skills

Education

HS Diploma

Tools

Microsoft Intune

SCCM/MECM

Autopilot

Active Directory / Entra ID

Group Policy

Job description

Position: Tier 3 Support Engineer

Location: Remote

Duration: Long Term

Work Schedule: 9 AM -- 5 PM

++Must haves:++

• Active Secret Clearance


• Active IAT level 2 or IAT level 3 certification


• HS Diploma with a minimum of 5 years of experience

Overview

We are seeking a Tier 3 Service Desk Engineer to support a large-scale enterprise endpoint migration initiative. This individual will serve as the senior escalation point for complex desktop, endpoint, and Microsoft 365 issues while supporting Windows device deployments, migrations, and post-migration stabilization efforts.

The ideal candidate will have strong experience supporting Windows environments, Microsoft Intune, SCCM/MECM, Active Directory/Entra ID, and enterprise endpoint management technologies.

Key Responsibilities

• Provide Tier 3 technical support for complex endpoint, desktop, and migration-related issues


• Troubleshoot Windows 10/11 operating systems, hardware, drivers, user profiles, and device configurations


• Support Windows migrations, hardware refreshes, operating system upgrades, and endpoint deployments


• Investigate and resolve deployment failures, application issues, and endpoint performance problems


• Serve as the escalation point for Tier 1 and Tier 2 support teams


• Support Microsoft Intune, SCCM/MECM, Autopilot, and other endpoint management platforms


• Troubleshoot Microsoft 365 services including Outlook, Teams, OneDrive, and authentication‑related issues


• Support Active Directory, Entra ID, Group Policy, and user identity management


• Assist with endpoint security technologies including BitLocker, Defender, Conditional Access, and device compliance


• Create and maintain technical documentation, knowledge articles, and troubleshooting guides


• Participate in migration cutovers, deployment activities, and post‑migration support efforts

Required Qualifications

• Active Secret Clearance


• DoD 8570 certification (Security or equivalent)


• 5 years of experience supporting enterprise Windows environments


• Experience providing Tier 3 desktop, endpoint, or service desk support


• Strong troubleshooting experience with Windows 10/11 and Microsoft 365


• Hands‑on experience with Microsoft Intune and SCCM/MECM


• Experience with Active Directory and Microsoft Entra ID


• Experience supporting endpoint migrations, Windows upgrades, or hardware refresh projects


• Strong understanding of networking fundamentals (DNS, DHCP, TCP/IP, VPN)


• Excellent problem‑solving and root cause analysis skills

Preferred Qualifications

• Windows 11 migration experience


• Microsoft Autopilot experience


• PowerShell scripting and automation experience
  
• Microsoft Defender for Endpoint


• BitLocker and Conditional Access experience


• ITIL certification


• Microsoft certifications (Endpoint Administrator, Azure, Microsoft 365)


• Experience supporting enterprise modernization or transformation initiatives