Escalation MSP Technician - Arlington, TX

In-Telecom; Town of Texas (WI); On-site; USD 60,000 - 85,000; Full time

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

Skills

IT support

Windows Server

Active Directory

O365

Networking fundamentals

RMM

PSA

Ticketing systems

Troubleshooting

Communication

Tools

RMM

PSA

Ticketing systems

Job description

Escalation MSP Technician - Arlington, TX

Department: Service Desk

Employment Type: Full Time

Location: Texas

Reporting To: Devin Harris

Description

The Escalation Technician provides advanced technical support to managed services clients, ensuring reliable performance across networks, systems, voice, and security environments. This role serves as an escalation point for Level 1 technicians, resolving complex tickets, assisting with project implementations, and maintaining high standards of service delivery. The Escalation Technician combines technical expertise with strong communication skills to deliver timely solutions and an excellent client experience.

Key Responsibilities

Provide advanced troubleshooting and resolution for escalated service tickets across network, server, workstation, voice, and security platforms.

• Address Level 2 issues such as:
  • Resolving complex Active Directory, DNS, and Group Policy errors.
  • Advanced O365 issues (mail flow, shared mailbox permissions, Teams/SharePoint access).
  • Network troubleshooting (switch/VLAN misconfigurations, firewall rule adjustments, VPN issues).
  • VoIP quality issues and SIP trunk escalations.
  • Endpoint performance issues requiring registry or driver-level fixes.
  • Malware or security alerts that require containment and remediation beyond Level 1 capabilities.
• Perform detailed root cause analysis and implement preventative measures.
• Support the deployment, configuration, and optimization of MSP-managed tools and platforms.
• Assist with client onboarding, system upgrades, and project rollouts as directed by senior engineers or project managers.
• Document all work performed, update tickets thoroughly, and follow internal SOPs for consistency and quality.
• Monitor SLA adherence and prioritize tasks to ensure service standards are consistently met.
• Collaborate with Level 1 technicians by providing guidance, mentorship, and knowledge sharing.
• Escalate unresolved issues to Level 3 engineers or senior staff as appropriate.
• Participate in on-call rotations and provide after-hours support when needed.
• Contribute to continuous improvement of processes, documentation, and client experience.

Skills, Knowledge and Experience

• 2–4 years of IT support experience, preferably in an MSP or similar service-driven environment.
• Strong working knowledge of Windows Server, Active Directory, O365, networking fundamentals (DNS, DHCP, VLANs, firewalls), and endpoint management.
• Familiarity with RMM, PSA, and ticketing systems.
• Experience supporting VoIP and security platforms is a plus.
• Excellent troubleshooting and analytical skills with a customer-first mindset.
• Strong written and verbal communication abilities.
• Relevant certifications (CompTIA Network+, Security+, Microsoft, Cisco, etc.) preferred but not required.

Success in This Role

A successful Escalation Technician delivers consistent, reliable technical support, resolves complex issues with minimal escalation, and helps elevate the overall performance of the service desk team while ensuring a positive client experience.

Preferred Qualifications

• Proven experience in a similar role, preferably within an MSP environment.
• Strong technical skills in system and network troubleshooting.
• Proficiency in configuring and maintaining servers, networks, and IT infrastructure.
• Excellent communication skills, with the ability to explain complex technical issues to non-technical clients.
• Ability to work collaboratively in a team-oriented environment.
• Strong organizational skills with attention to detail.
• Relevant certifications (e.g., CompTIA Network+, CompTIA Security+, Microsoft Certified Solutions Expert) are a plus.

Job Benefits

• Health Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• 401k