What are the responsibilities and job description for the Help Desk Technician - Tier 3 position at Solvere One/HouseCall?
About the Company
Solvere One has established a top-level Managed Service Provider (MSP) brand that focuses on network security and proactive management solutions 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.
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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
- 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)
- 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 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.”