Escalation Specialist

International Computer Sciences Inc; Annapolis (MD); Remote; USD 60,000 - 80,000; Full time

Benefits offered by this job

401(k) matching

Bonus based on performance

Company parties

Dental insurance

Employee discounts

Free food & snacks

Health insurance

Opportunity for advancement

Paid time off

Training & development

Job summary

A leading Managed Service Provider is seeking an IT Escalation Specialist to resolve complex technical issues and provide top-tier client support. This role involves advanced troubleshooting of hardware and software problems in a collaborative team environment. Candidates should have proven IT support experience, strong knowledge of operating systems, and excellent problem-solving skills. The company offers remote work options with benefits such as 401(k) matching and opportunities for advancement.

Qualifications

• Proven experience in an IT support role, preferably within an MSP environment.
• Strong knowledge of Windows and Mac operating systems, networking, and common software applications.
• Excellent problem-solving and analytical skills.

Responsibilities

• Tackle and resolve escalated IT support tickets from Tier 1 and Tier 2 teams.
• Provide advanced troubleshooting for hardware, software, and network issues.
• Collaborate with a team to diagnose and solve complex technical problems.
• Maintain detailed documentation of support activities.

Skills

IT support experience

Problem-solving skills

Communication and customer service skills

Knowledge of Windows and Mac OS

Networking knowledge

Education

Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified Professional)

Tools

Windows Server

Office 365

Datto

SonicWall

ConnectWise

Job description

Benefits:

• 401(k) matching
• Bonus based on performance
• Company parties
• Dental insurance
• Employee discounts
• Free food & snacks
• Health insurance
• Opportunity for advancement
• Paid time off
• Training & development

Job Title: Escalation Specialist

Full time – Remote

About us: ICSI is a leading Managed Service Provider (MSP) dedicated to delivering top-notch IT solutions to our clients. We pride ourselves on our commitment to excellence and our ability to solve complex IT challenges. Our team includes experts from ICSI, a leader in managed IT services, known for increasing IT and security maturity levels.

Job Description: Are you a tech enthusiast with a knack for solving intricate IT issues? Join our dynamic team as an IT Escalation Specialist! In this role, you'll be the go-to expert for resolving advanced technical problems, ensuring our clients receive top-tier support and satisfaction. You'll work closely with a talented team of IT professionals, continuously learning and growing in a collaborative environment.

Key Responsibilities:

• Tackle and resolve escalated IT support tickets from Tier 1 and Tier 2 teams with precision and expertise.
• Provide advanced troubleshooting for hardware, software, and network issues, ensuring minimal downtime for our clients.
• Collaborate with a passionate team of IT professionals to diagnose and solve complex technical problems.
• Maintain detailed documentation of support activities in our ticketing system.
• Communicate effectively with clients to understand their needs and deliver timely, effective solutions.
• Stay ahead of the curve by keeping up to date with the latest industry trends and technologies.

Qualifications:

• Proven experience in an IT support role, preferably within an MSP environment.
• Strong knowledge of Windows and Mac operating systems, networking, and common software applications.
• Windows Server (2012 and higher) / Active Directory. Windows 10 and 11. Office 365 / Microsoft 365 / Entra ID. Datto, Veeam Backup. SonicWall, Cisco Meraki. Sentinel One, Webroot, Barracuda, Avanan. Intune/MDM.
• Excellent problem-solving and analytical skills.
• Ability to work independently and as part of a team.
• Strong communication and customer service skills.
• Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified Professional) are a plus.
• ConnectWise experience is a plus.