Job Description

Tier 3 Service Desk Technician – Evolv I.T.

Birmingham, AL (In-Person) | Competitive Pay + Growth Incentives

About the Role:

This isn’t your average “reset passwords all day” service desk job. This is the deep end of the pool. As a Tier 3 Service Desk Technician at Evolv I.T., you’ll own complex escalations, solve problems Tier 1 and Tier 2 can’t touch, and play a critical role in delivering white-glove service that wows our clients.

You’ll be working alongside a high-performance team that doesn't clock in at 9 and mentally check out at 5. We’re a company of growth-minded pros who take pride in delivering fast, sharp, and reliable results—every time.

What You’ll Be Doing:

• Take the reins on escalated tickets and high-impact incidents from Tier 1 & 2.
• Troubleshoot complex systems issues across server, network, and workstation environments.
• Own advanced root cause analysis and push permanent solutions—not temporary band-aids.
• Serve as a mentor and technical resource to lower-tier techs.
• Document solutions with precision and create SOPs for recurring issues.
• Interface directly with clients to provide technical leadership and restore trust in tough situations.
• Collaborate with our Projects and NOC teams on system upgrades, migrations, and client onboarding.

What We Expect from You:

• 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.
• You document everything . If it’s not in the ticket, it didn’t happen.
• Strong communication skills—you’re confident explaining technical issues in a clear, calm way.
• Ownership mentality: You don’t wait for problems to fix themselves—you fix them.
• You learn fast, adapt even faster, and always look for a better way to do the job.

This Role is NOT for You If:

• You just want a chill 9–5 gig to collect a paycheck.
• You’re uncomfortable being held accountable to performance metrics.
• You need to be micromanaged or hand-held.
• You resist change or avoid feedback.
• You’re not hungry to learn, grow, and move up.

Why You’ll Love Working Here:

• You'll be challenged every day—and you’ll get better every day.
• Work in an environment where high standards, ownership, and impact matter.
• Access to ongoing certifications and professional development.
• Clear path to leadership roles for those who deliver.
• Recognition and rewards for top performers— you’ll never feel invisible here.
• You’ll be surrounded by teammates who care about doing things right and growing together.

How to Apply:

We don’t hire resumes—we hire mindsets .

Include a short paragraph in your application answering this:

“What’s the biggest technical problem you’ve solved, and how did you handle it?”

Bonus points if you attach a quick video (2 min max) explaining why you’re ready for a Tier 3 role in a high-performance MSP.

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