Escalation Technician

In-Telecom; Slidell (LA); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

401k

Job summary

In-Telecom is seeking an Escalation Technician to provide advanced technical support for managed services clients in Louisiana. You will resolve Level 2 issues across Windows Server, AD, O365, networking, and security platforms while mentoring Level 1 staff and contributing to project implementations.

Responsibilities include detailed root-cause analysis, documenting work, and ensuring SLA compliance. On-call rotations and after-hours support are part of the role, with a compensation range of

Qualifications

• 2-4 years IT support experience, MSP background preferred.
• Strong knowledge of Windows Server, AD, O365, networking basics, and endpoint management.
• Familiarity with RMM/PSA tools and ticketing systems.

Responsibilities

• Provide advanced troubleshooting for escalated tickets across networks, servers, and security environments.
• Resolve Level 2 issues such as AD, DNS, Group Policy, O365 mail flow, Teams/SharePoint access.
• Support MSP tool deployments and client onboarding, system upgrades, and project rollouts.

Skills

IT support

Windows Server

Active Directory

O365

Networking fundamentals

VLANs

Firewalls

Endpoint management

RMM

PSA

Ticketing systems

VoIP support

Security platforms

Customer communication

Certifications

Tools

RMM

PSA

Ticketing systems

Job description

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:

Application Deadline: 30 September 2026

Department: Service Desk

Location: Louisiana

Compensation: $55,000 - $75,000 / year

Key Responsibilities

• 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 & Expertise

• 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

In-Telecom Consulting, LLC is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.