Escalation MSP Technician - Advanced IT Support

In-Telecom

Town of Texas (WI)

On-site

USD 60,000 - 85,000

Full time

14 days+

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Benefits offered by this job

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

401k

Job summary

In-Telecom in Texas is seeking an Escalation MSP Technician to provide advanced technical support across networks, servers, voice, and security while serving as the escalation point for Level 1 technicians.

You will resolve complex tickets, assist with client deployments and projects, document work, and contribute to service quality and client satisfaction. This role requires strong communication, hands-on troubleshooting, and teamwork, with on-call rotations as needed.

Qualifications

2–4 years IT support experience
Strong working knowledge of Windows Server, Active Directory, O365, networking fundamentals, and endpoint management
Experience with MSP tools and ticketing systems
Certifications preferred but not required

Responsibilities

Provide advanced troubleshooting for escalated tickets across network, server, workstation, voice, and security platforms
Address Level 2 issues (AD/DNS/GP errors, O365 mail flow, Teams/SharePoint access)
Perform root-cause analysis and preventative measures
Support deployment and optimization of MSP tools
Assist with client onboarding, upgrades, and project rollouts
Document work and follow SOPs
Monitor SLA adherence and mentor Level 1 technicians
Escalate to Level 3 when needed
Participate in on-call rotations and after-hours support
Contribute to process improvements and client experience