Help Desk Technician - Tier 3

Solvere One/HouseCall • Dulles, VA

45d • $70,000 - $90,000

About The Position

Solvere One is seeking an Escalations Engineer with managed service provider (MSP) experience to serve as a senior escalation resource and technical leader for the service desk. The role calls for 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.

The position supports cloud, hybrid, and on-premises infrastructure, leads troubleshooting across servers, networks, virtualization, and security, and helps maintain technical documentation and standard operating procedures. It also provides mentorship to Tier 1 and Tier 2 engineers.

Requirements

• At least 5 years of experience in IT, including at least 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, including TCP/IP, VLANs, and firewalls such as Fortinet, Meraki, and Sophos.
• Experience with backup and disaster recovery solutions.
• Experience supporting hybrid and fully cloud-based organizations.
• Familiarity with RMM and PSA tools; ConnectWise is preferred.
• Strong communication skills and ability to resolve complex technical problems.

Nice To Haves

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

Responsibilities

• Act as the Tier 3 escalation point for the service desk.
• Support cloud, hybrid, and on-premises 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.

Benefits

• 401K
• PPO healthcare
• Dental insurance
• Vision insurance
• Paid vacation

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed