Help Desk Technician - Tier 3

Solvere One; Dulles Town Center (VA); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

401K

Healthcare (PPO)

Dental

Vision

Paid vacation

Job summary

Solvere One is seeking an Escalations Engineer with MSP experience to serve as a senior escalation resource and technical leader for the service desk. This role requires deep expertise across cloud platforms, hybrid environments, and networking, along with strong communication skills and the ability to resolve complex technical problems.

You will act as the Tier 3 escalation point and mentor junior engineers while supporting cloud, hybrid, and on‑prem environments and updating SOPs.

Qualifications

• 5+ years in IT, with 3+ years in an MSP environment.
• Expertise in Microsoft 365, Azure AD, and Entra ID.
• Strong experience with Windows and macOS environments.
• Strong experience with PowerShell.
• Networking knowledge (TCP/IP, VLANs, firewalls).
• Experience with backup and disaster recovery solutions.
• Experience supporting hybrid and cloud-based organizations.
• Familiarity with RMM and PSA tools (ConnectWise preferred).

Responsibilities

• Act as the Tier 3 escalation point for the service desk.
• Support cloud, hybrid, and on‑prem infrastructure environments.
• Lead troubleshooting across servers, networks, virtualization, and security.
• Update documentation and standard operating procedures, as needed.
• Mentor Tier 1 and Tier 2 engineers.

Skills

Microsoft 365

Azure AD

Entra ID

Windows

macOS

PowerShell

Networking

Backup & DR

Hybrid/Cloud environments

Tools

ConnectWise

Job description

Solvere One has established a top-level Managed Service Provider (MSP) brand focused on network security and proactive management solutions, serving as a chosen IT services and consulting provider. Solvere One focuses on corporate partnerships, proactively managing technology that proves vital for business security, productivity, and growth while reducing the cost of IT ownership. We provide executive-level, white-glove support.

Position Summary

We are seeking an Escalations Engineer with MSP experience to serve as a senior escalation resource and technical leader for the service desk. This role requires deep expertise across cloud platforms, hybrid environments, and networking, along with strong communication skills and the ability to resolve complex technical problems that may not have a clear, documented solution.

Key Responsibilities

• Act as the Tier 3 escalation point for the service desk
• Support cloud, hybrid, and on‑prem infrastructure environments
• Lead troubleshooting across servers, networks, virtualization, and security
• Update documentation and standard operating procedures, as needed
• Mentor Tier 1 and Tier 2 engineers

Technical Requirements

• 5+ years in IT, with 3+ years in an MSP environment
• Expertise in Microsoft 365, Azure AD, and Entra ID
• Strong experience with Windows and Apple/macOS environments
• Strong experience with PowerShell
• Networking knowledge (TCP/IP, VLANs, firewalls – Fortinet, Meraki, Sophos)
• Experience with backup & disaster recovery solutions
• Experience supporting hybrid and fully cloud-based organizations
• Familiarity with RMM and PSA tools (ConnectWise preferred)

Preferred Qualifications

• Certifications such as Security+ and/or Network+
• AZ-100, AZ-700, AZ-900
• Experience with Google Admin
• Experience with virtualization platforms (VMware, Hyper‑V)

Salary Range: $70,000 - $90,000 Salary/Year

Benefits include: 401K, PPO healthcare, dental, vision, paid vacation, etc.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.