IT Escalations Specialist - Advanced Tech Support

Courser; Lafayette (LA); On-site; USD 55,000 - 75,000; Full time

Job summary

RADER Solutions is seeking an IT Support Services II - Escalations professional to join our MSP team in Lafayette, LA. You will provide second-tier technical support for hardware, software, networks, and Microsoft 365, while mentoring teammates and contributing to IT projects.

The role requires a technical or 2-year IT degree, 3-5 years' experience, and strong knowledge of Windows systems, networking, and M365 administration.

Qualifications

• Bachelor's degree in Information Technology or related field (or equivalent experience).
• 3-5 years of IT support or systems administration experience.
• Strong knowledge of Windows Server and Windows desktop OS.
• Networking concepts: TCP/IP, DNS, DHCP, VPNs, wireless, firewall basics.
• Experience administering Microsoft 365: Exchange Online, SharePoint Online, Teams, Entra ID, Intune.
• Familiarity with ticketing systems: ConnectWise, ServiceNow, Jira, Zendesk.
• Excellent problem-solving and troubleshooting skills.
• Strong communication to explain technical concepts to non-technical users.
• Ability to prioritise multiple tasks in a fast-paced environment.

Responsibilities

• Provide second-tier IT support for hardware, software, network, and M365 issues.
• Assist in administration of IT systems, including servers, workstations, cloud environments, and M365 services.
• Support and manage Microsoft 365 technologies: Exchange Online, SharePoint Online, Teams, Entra ID, Intune.
• Diagnose and resolve complex issues across Windows, macOS, Linux, mobiles, M365 apps, SharePoint, and Intune endpoints.
• Respond to user service requests and deliver excellent customer service.
• Maintain documentation of IT support processes and configurations.
• Monitor IT systems, networks, cloud services for performance and security.
• Manage user accounts, permissions, licenses, and access rights (AD/Entra ID/M365/SharePoint/Intune).
• Track incident trends and root causes to improve IT services.

Skills

Windows Server

Windows Desktop OS

Networking

Microsoft 365

Exchange Online

SharePoint Online

Microsoft Teams

Entra ID

Intune

Active Directory

Help Desk Tools

Education

2 Year Degree

Tools

ConnectWise

ServiceNow

Jira

Zendesk

Job description

RADER Solutions is seeking an IT Support Services II - Escalations professional to join our MSP team in Lafayette, LA. You will provide second-tier technical support for hardware, software, networks, and Microsoft 365, while mentoring teammates and contributing to IT projects.

The role requires a technical or 2-year IT degree, 3-5 years' experience, and strong knowledge of Windows systems, networking, and M365 administration.