Help Desk Technician - Tier 3

Solvere One; Virginia (MN); On-site; USD 75,000 - 95,000; Full time

Benefits offered by this job

401K

PPO healthcare

Dental

Vision

Paid vacation

Job summary

Solvere One is seeking an experienced Escalations Engineer for their Virginia location. This role focuses on providing technical leadership for the service desk, requiring deep expertise in cloud platforms, hybrid environments, and networking. The ideal candidate will possess strong communication skills and the ability to resolve complex technical issues.

A minimum of 5 years in IT with 3 years in an MSP environment is essential, along with expertise in technologies such as Microsoft 365 and PowerShell. Benefits include a 401K and healthcare options.

Qualifications

• 5+ years in IT, with 3+ years in an MSP environment.
• Strong experience with Windows and Apple/macOS environments.
• Experience supporting hybrid and fully cloud‑based organizations.

Responsibilities

• Act as Tier 3 escalation point for the service desk.
• Lead troubleshooting across servers, networks, virtualization, and security.
• Mentor Tier 1 and Tier 2 engineers.

Skills

Technical problem resolution

Communication skills

Cloud platform expertise

Networking knowledge

Tools

Microsoft 365

Azure AD

PowerShell

ConnectWise

Job description

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 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)

Benefits

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

EEO Statement

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.