3LS Engineer

Insight Global is looking for a 3rd Level Support Engineer to work onsite at one of their premier customers in North Houston (Spring, Texas). This person will be responsible for resolving the most complex and critical issues escalated from Level 1 and Level 2 support. This role demands deep knowledge of Windows systems, drivers, and hardware platforms. You will collaborate with cross-functional teams, including development, QA, and vendors, to provide sustainable solutions and root cause analysis. Strong work ethic, ownership, and the ability to remain calm and decisive under pressure are essential.
Responsibilities include:
- Resolve complex escalations: Serve as the final escalation point for issues that cannot be resolved by L1/L2 support.
- Root cause analysis: Identify underlying causes of recurring problems, propose preventive measures, and implement permanent fixes.
- Cross-team collaboration: Partner with product engineering, development teams, and external vendors to resolve bugs, design flaws, or third-party issues.
- System & hardware troubleshooting: Diagnose and resolve advanced problems involving Windows OS, drivers, firmware, and enterprise applications.
- Knowledge sharing: Create detailed documentation, standard operating procedures (SOPs), and contribute to the knowledge base to empower L1/L2 support.
- Testing & validation: Perform system, driver, and firmware testing to validate fixes and ensure solution stability in production environments.
- Vendor & customer interaction: Interface with vendors, partners, and customers during escalations; provide clear, professional communication throughout resolution.
- Continuous improvement: Identify gaps in processes, tools, or training and propose improvements to enhance efficiency across the support organization.

This position is expected to work onsite at the client facility with a work schedule of Monday-Friday, 8:00am-5:00pm (1 hour lunch), excluding major holidays.

Compensation: $28.00-$35.00/hr

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

Advanced Windows internals (services, registry, Event Viewer, PowerShell/CMD).

‎Hardware troubleshooting for notebooks, desktops, workstations, and peripherals (docks, displays, etc.). Determine if a hardware failure is related to design, manufacturing, or customer induced.

Driver and firmware operations, validation, and update processes.

Analytical & Problem-Solving: Strong diagnostic skills to analyze complex technical issues and implement root cause resolutions.

Debugging Expertise: Hands-on experience with tools such as Wireshark, Windows Performance Analyzer (WPA), and WinDbg.

Scripting & Automation: Proficiency in PowerShell or Python for automation, log analysis, and validation tasks.

Communication: Clear and concise technical writing and the ability to explain complex topics to technical and non-technical audiences.

Work Ethic & Ownership: Demonstrated reliability, accountability, and ability to manage high-pressure escalations.

Bachelor’s degree in computer science, Information Technology, or related field (or equivalent experience).

Certifications such as Microsoft Certified: Windows Client/Server, CompTIA A+ or equivalent.

5+ years in enterprise-level technical support, system administration, or similar role.

Experience supporting enterprise hardware/software ecosystems in a fast-paced environment.

Networking knowledge: Familiarity with TCP/IP, DNS, DHCP, and Wi-Fi troubleshooting is strongly preferred.

Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.