Tier 3 Technical Support - MSP

Tier 3 Service Desk Technician at Evolv I.T. in Birmingham, AL (onsite) will own escalations, troubleshoot complex server, network, and workstation issues, mentor junior staff, document solutions, and provide client facing technical leadership in a full time role with a salary range of $51,000 to $62,500 per year.

Responsibilities

• Own escalated tickets and high impact incidents from Tier 1 and Tier 2, driving timely resolutions.
• Troubleshoot complex system issues across server, network, and workstation environments.
• Perform advanced root cause analysis and implement permanent solutions, not quick fixes.
• Mentor and serve as a technical resource for lower tier technicians.
• Document solutions precisely and create standard operating procedures for recurring issues.
• Interface directly with clients to provide technical leadership and restore confidence in challenging situations.
• Collaborate with Projects and NOC teams on upgrades, migrations, and client onboarding.

Requirements

• Minimum 3 years in a Tier 2/3 or escalated support role at an MSP or similar environment.
• Advanced knowledge of Microsoft environments, firewalls, servers, virtualization (Hyper-V/VMware), and networking.
• Strong documentation habits; if it isn’t in the ticket, it didn’t happen.
• Clear communication skills with the ability to explain technical issues in a calm, understandable manner.
• Ownership mentality; proactive in fixing problems rather than waiting for them to escalate.
• Fast learner who adapts quickly and continually seeks better ways to perform the job.

Technologies

• Hyper-V
• VMware

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Parental leave
• Professional development assistance
• Vision insurance

About the role

This role goes beyond routine password resets. As a Tier 3 Service Desk Technician, you will own complex escalations, handle problems that Tier 1 and 2 cannot resolve, and deliver white glove service to clients. You will join a high performance team focused on growth, accountability, and delivering sharp, timely support.

Not for you

• You are not seeking a demanding, metrics-driven position.
• You prefer to avoid accountability or performance metrics.
• You require micromanagement or hand-holding.
• You resist change or feedback.
• You lack interest in learning, growth, and advancement.

Why you'll love working here

• Daily challenges that drive continuous improvement.
• A culture centered on high standards, ownership, and impact.
• Access to ongoing certifications and professional development.
• Clear pathways to leadership roles for high performers.
• Recognitions and rewards for top contributors.
• A collaborative team environment focused on doing things right and growing together.

How to apply

We hire mindsets, not resumes. Include a short paragraph answering:

• What is the biggest technical problem you have solved, and how did you approach it?
• Bonus points for a brief video (up to 2 minutes) explaining why you are ready for a Tier 3 role in a high performance MSP.

Job type

Full-time

Pay

Salary: $51,000.00 - $62,500.00 per year

Compensation package

• Performance bonus

Schedule

• 8 hour shift
• On call

Experience

IT support: 4 years (Required)

Location and relocation

• Ability to commute to Birmingham, AL 35203 (Required)
• Ability to relocate to Birmingham, AL 35203 before starting (Required)

Work location

On-site in Birmingham, AL