Overview
Join Solvera Tech as a Tier 2 Support Specialist and play a foundational role in our rapid expansion. We are seeking an experienced professional to resolve inbound client requests with high technical accuracy but to help us pioneer the workflows required to scale effectively. You will be responsible for meticulous documentation and expert and professional user-facing support, all while providing the feedback and insight necessary to streamline our operations for a growing client base.
Our Culture: Why You’ll Love Working at Solvera Tech
We are a tight-knit team where leadership is approachable, and every member has a voice that directly impacts Solvera’s growth. Joining Solvear means more than just resolving tickets; it means being part of an environment defined by our Core Values:
1. Empowered Belonging
We deliver superior solutions. We collaborate, regardless of hierarchy, ensuring that when we execute at a high level, our clients thrive.
2. Lead, Don’t Manage
We don’t micromanage. We take the lead, use our resources, and are always accountable.
3. Strategic Execution
We focus on high-impact wins. We don’t measure busyness as progress; we value the result of being effective.
4. Balanced Composure
We never mistake fun for distraction. We have the discipline to flip the switch and lock in when it matters most.
Key Responsibilities
- Primary Technical Escalation: Serve as the senior technical point for server infrastructure, complex network troubleshooting, and resolving critical system outages.
- Team Mentorship: Coach Tier 1 technicians to expand their capabilities, reducing escalation rates and improving departmental first-call resolution.
- Infrastructure Management: Maintain and support critical client environments, including LAN/WAN, servers, disaster recovery protocols, and business applications.
- Operational Standardization: Assist in writing and refining Standard Operating Procedures (SOPs) to ensure the team can scale efficiently without sacrificing quality. Build and update comprehensive documentation for both client environments and internal Solvera Tech systems.
- Strategic Proactivity: Execute scheduled maintenance for client environments to minimize reactive tickets and ensure long-term stability.
- Performance Excellence: Maintain a high standard of productivity and a stellar Client Satisfaction (CSAT) score through expert communication.
- Technical Throughput: Manage and resolve tickets, setting the pace for technical efficiency within the service desk.
- Multi-Client Administration: Manage diverse technical environments across our client base.
- Cybersecurity Support: Deployment and management of our security suite, including MFA, conditional access policies, EDR/MDR solutions, and backup/recovery platforms.
- Network Optimization: Configure and manage client networks including firewalls, VLANs, VPNs, and wireless environments.
Professional Experience & Certifications
- Proven Industry Tenure: Minimum of 3 - 5 years in a technical IT role with a strong emphasis on high-touch customer service.
- MSP Veteran: Previous experience within a Managed Service Provider (MSP) or multi-tenant outsourced IT firm is strongly preferred, as you must be comfortable context-switching between diverse client environments.
- CompTIA Certifications: CompTIA Network+, Security+, & A+ certification or 5+ years of demonstrated success in designing, configuring, and troubleshooting complex network topologies.
- Equivalent Technical Validation (Optional): We value expertise and recognize industry-standard certifications including, but not limited to:
- CCNA, MS-102, AZ-104, SC-300, MD-102 or SC-200 / SC-100
Technical Skills Required
- Service Operations Mastery: Deep experience operating within issue-tracking software. Direct experience with HaloPSA is preferred.
- Full-Stack Infrastructure Troubleshooting: Expert ability to diagnose and resolve complex issues across workstations, physical servers, and Virtual Machines (VMs). You must be able to pivot between high-level administrative fixes and end-user impact resolution, whether on-site or via remote session.
- Advanced Network Engineering: Authoritative knowledge of IPv4/IPv6 networking, including the architecture of DNS, DHCP, and VPNs. You are expected to be the "subject matter expert" for advanced firewall configurations, VLAN segmentation, and WAN/LAN optimization.
- Hardware Lifecycle Management: Hands-on capability in deploying and troubleshooting core networking hardware, including routers, firewalls, managed switches, and physical layer infrastructure.
- Identity & Cloud Administration: Expertise in the Microsoft 365 and Google Workspace Administration, with a heavy focus on Entra ID (Azure AD), Conditional Access policies, and cloud-based tenant security.
- Unified Communications: Experience managing and troubleshooting VoIP platforms and their integration within the broader network environment. Ring Central & Nextiva management experience is preferred.
Habits & Professional Attributes
- Ability to relate to clients and speak to non-technical end users and remain calm under pressure.
- Great writing skills for end-user communication, documentation of actions, and Technical Knowledge base articles.
- Understand basic troubleshooting (cause/effect, following-the-chain) even when there is no process.
- Team player, ready to dive into a diverse team of talented people.
Compensation & Benefits
- Salary Range $60,000- $75,000 / year
- Health, Dental, Vision.
- 401K with Company Match.
- Certification Reimbursement
- Paid Vacation
- Paid Holidays
About Solvera Tech
We don’t just manage IT; we architect the infrastructure that allows businesses to soar.
At Solvera Tech, we are a fast-growing Managed Service Provider (MSP) on a mission to redefine the standard of technical partnership. We aren't a "ticket mill" or a corporate hierarchy—we are a high-agility team of technical pioneers. We believe that IT support should be proactive, secure, and human-centric, and we are looking for the next generation of leaders to help us scale that vision.
Why Solvera Tech?
Joining Solvera Tech means moving beyond the "daily grind" and stepping into a role with High Agency. We are in a rapid phase of expansion, which means we aren't just looking for someone to follow a manual—we want someone to help us write the manual.
Pioneer the Process: You will have a direct seat at the table to help us design, implement, and refine the internal systems that will allow us to scale effectively.
The "Air Cover" Culture: We operate with high professional tolerance. We don’t expect perfection; we expect a growth mindset. You are empowered to take ownership of your work, knowing that leadership has your back as you navigate the learning curve.
Cutting-Edge Stack: We utilize the best tools in the industry—including HaloPSA, Entra ID, and advanced Zero Trust/EDR frameworks—to ensure you are always working at the forefront of modern technology.
Our Core Values
Our values aren't just posters on a wall; they are the filters we use for every ticket we close and every system we implement:
Radical Trust & Autonomy: We hire experts and then get out of their way. We provide the freedom to own your role and the accountability to deliver excellence.
Continuous Evolution: In a world of shifting threats and technologies, "good enough" is never enough. We are committed to constant learning and process improvement.
Client-Centric Precision: We verify every detail and document every step. We provide "gold-standard" support that solves the root cause, not just the symptom.
Ownership Mindset: We don't "pass the buck." Whether it's an internal system or a client escalation, we take pride in seeing every challenge through to a successful resolution.
Collaborative Mentorship: We scale faster when we grow together. We prioritize coaching our Tier 1 team and sharing subject matter expertise across the board.
Who Thrives Here?
The "Solvera Type" is someone who is tired of being a cog in a machine and wants to be an engine of growth.
