Client Services - Escalations

F3 Design; United Kingdom; Remote; GBP 91,000 - 113,000; Full time

Job summary

F3 Design is seeking an experienced Client Services - Escalations specialist to act as the senior point of resolution for escalated incidents. You will own issues beyond frontline Helpdesk, respond in person where applicable, by phone, or electronically, and mentor junior team members.

Based in a remote environment, you will troubleshoot hardware, software, connectivity, and account access while maintaining timely, professional updates.

Qualifications

• 5+ years of experience in helpdesk, desktop support, escalation support, or technical support environments.
• Experience resolving hardware and software issues.
• Strong communication and ability to explain technical concepts to non-technical users.
• Proficiency with desktop and server OS, networking, and common business apps.

Responsibilities

• Serve as the primary escalation point for end-user issues and first-line staff requiring advanced technical assistance.
• Respond to escalated incidents and service requests through phone, email, ticketing systems, and direct support interactions.
• Troubleshoot and resolve intermediate to advanced hardware, software, connectivity, account access, and application-related issues.
• Maintain end-to-end ownership of escalated support requests, documenting actions and communicating updates.
• Escalate unresolved, high-impact, or specialized issues per procedures.
• Mentor junior Helpdesk staff and share best practices.
• Participate in and adhere to all standard operating procedures and service standards.

Skills

Customer service

Communication

Troubleshooting

Documentation

Prioritization

Job description

Client Services - Escalations

Department: Managed Services

Employment Type: Full Time

Location: Liss Technologies - Remote

Compensation: $120,000 - $150,000 / year

Description

Acting as a senior point of resolution for issues beyond frontline Helpdesk scope, you'll respond to technical requests in person (where applicable), by phone, or electronically taking ownership of escalated incidents through to resolution while supporting and developing junior team members.

Key Responsibilities

• Serve as the primary escalation point for end user issues, client IT staff, and first line Helpdesk personnel requiring advanced technical assistance.
• Respond to escalated incidents and service requests through phone, email, ticketing systems, and direct support interactions.
• Troubleshoot and resolve intermediate to advanced hardware, software, connectivity, account access, and application-related issues in a timely and effective manner.
• Maintain end-to-end ownership of escalated support requests, ensuring timely follow-up, clear communication, and appropriate resolution.
• Document incidents, troubleshooting steps, resolutions, and client interactions accurately within the designated support systems.
• Escalate unresolved, high-impact, or specialized issues to the appropriate teams in accordance with established procedures.
• Provide users and stakeholders with clear, professional updates throughout the lifecycle of each support request.
• Assist in root cause analysis for recurring issues and share recommendations that improve service quality and operational efficiency.
• Participate in and adhere to all standard operating procedures, service standards, and departmental policies.
• Support and mentor junior Helpdesk staff by sharing knowledge, reinforcing best practices, and assisting with more challenging issues as needed.

Day-to-Day Expectations

On a typical day, this role involves monitoring escalated support requests, troubleshooting advanced technical issues, and coordinating with internal teams or client contacts to move incidents toward resolution. You will gather relevant details, analyze problems methodically, document actions taken, communicate status updates clearly, and ensure each issue is followed through to completion or properly escalated further when necessary. Success in this role requires balancing urgency with accuracy, maintaining professionalism in every interaction, and contributing to a dependable support experience that reflects the standards of the Client Services team.

Skills, Knowledge & Expertise

• Strong customer service, interpersonal, and communication skills.
• Ability to diagnose and resolve complex technical issues efficiently and accurately.
• Working knowledge of desktop and server operating systems, business applications, printers, mobile devices, server hardware, SAAS applications and networking.
• Ability to explain technical concepts clearly to non-technical users and stakeholders.
• Strong organizational skills and attention to detail in documenting incidents, escalations, and resolutions.
• Ability to prioritize multiple issues and work effectively in a fast-paced support environment.
• Commitment to following procedures, maintaining professionalism, and delivering a high quality client support experience.

Ideal Candidate

The ideal candidate will bring 5+ years of experience in helpdesk, desktop support, escalation support, or technical support environments, with a demonstrated ability to troubleshoot hardware and software effectively. This individual should be comfortable working directly with end users, client IT contacts, and internal support teams while managing multiple priorities and maintaining a service-oriented approach in a fast-paced setting. Relevant industry certifications are a plus.