Help Desk Technician - Tier 3

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.

Opening

Solvere One has an open position for a Help Desk Technician, Tier 3, to provide support from our Dulles, Virginia headquarters. The duties of this position include fielding requests escalated from Tier 2 technicians. Help Desk Technician Tier 3 are the highest escalation level on the Service Desk and are expected to be able to resolve complex technical issues. This role requires the candidate to be able constantly learn new technologies and reverse engineer challenging technical issues.

Employees will be expected to interact with clients daily in various capacities. Professionalism and courteousness are required. Excellent verbal and written communication skills are also required.

Highly qualified candidates will be self-starters, highly motivated, and eager to contribute to the organization's well-being while operating in a fast-paced environment.

This role reports to the Service Delivery Manager.

Position Requirements:

Examples of essential duties are interpreted as being descriptive and not restrictive.

· Identifies, diagnoses, and resolves Tier 3 incidents and problems for users of personal computer software and hardware, local network, the Internet, and new computer technology in a call center environment; communicates solutions to end-users.

· Provides one-on-one end-user problem resolution over the phone for company-approved Personal Computer (PC) software.

· Delivers, tags, set up, and assists in configuring end-user PC desktop hardware, software, and peripherals.

· Diagnoses and resolves end-user network or local printer problems, PC hardware problems, e-mail, Internet, and third-party application problems.

· Coordinates timely repair of PC equipment covered by third-party vendor maintenance agreements.

· Performs minor desktop hardware repair for PC equipment and peripherals not covered by third-party vendor maintenance agreements.

· Create detailed technical documentation for resolutions of issues.

· Enters and tracks all time and keeps all documentation up to date in PSA Platform in real time.

· Notifies superiors in a timely manner when incident or problem resolution is taking longer then normal.

Required Technical Experience:

· Microsoft Windows Desktop OS installation and support

· Apple / Mac Desktop OS installation and support

· Microsoft Office 365 administration and support

· Google Workspace administration and support

· iPhone / Android troubleshooting

· Multi-factor Authentication configuration and support

· Installation, configuration, troubleshooting and customization of MS Office Suite applications

· Working knowledge of Hyper-V and VMware

· Ability to configure TCP/IP subnetting and troubleshoot Internet connectivity

· Understanding of switching and firewalls

Preferred Technical Experience:

· ConnectWise Manage

· ConnectWise Automate

· IT Glue

· Azure and AWS

· Cisco, Meraki, Sophos, Fortigate solutions

· Sophos suite of solutions

This is a full-time, salaried position. Salary commensurate with experience.

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

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