IT Support Escalation

L7-Solutions; Fort Lauderdale (FL); Hybrid; USD 60,000 - 70,000; Full time

Benefits offered by this job

401K match

Phone reimbursement

Health benefits

Vision benefits

Dental benefits

Mileage reimbursement

Bonuses

Training & support

Company culture

Career advancement

Paid time off

Job summary

L7 Solutions is seeking an experienced IT Support Escalation to handle advanced technical issues, support frontline technicians, and ensure seamless IT operations for our clients. You will troubleshoot complex problems and serve as the escalation point for challenging tickets while collaborating with clients and staff across technical and non-technical backgrounds.

Responsibilities include remote and on-site support for PCs, networking gear, servers, firewalls, and software, plus documenting all

Qualifications

• ,

Responsibilities

• Provide remote and on-site IT support for PCs, networking equipment, servers, firewalls, and desktop software.
• Escalate complex issues and act as escalation point for difficult-to-solve IT problems.
• Communicate with clients and staff across technical and non-technical backgrounds.
• Document maintenance for systems and network infrastructure.

Skills

IT Certifications

Communication

Diagnosis skills

Multi-tasking

Technical awareness

Service awareness

Remote support

Tools

Windows Server

Exchange

SQL

SharePoint

VMware

Citrix

Firewall

Job description

IT Support Escalation – Solve Complex IT Challenges at L7 Solutions!

L7 Solutions, a leader in IT and cybersecurity, is seeking an experienced IT Support Escalationto handle advanced technical issues and provide top-tier support. In this role, you'll troubleshoot complex problems, assist frontline technicians, and ensure seamless IT operations for our clients.

• Competitive Pay + Career Growth Opportunities
• Work with Advanced IT & Cybersecurity Solutions
• Collaborative, Fast-Paced Environment

If you're a skilled IT professional ready to take on challenging support cases,

As a member of our team, you will be responsible for providing remote and on-site support for PCs, networking equipment, servers, firewalls, and desktop software. You will also be an escalation point for difficult-to-solve issues and expected to perform a wide range of IT support tasks.

The ideal candidate should possess excellent communication skills and be willing to work with clients and staff from technical to non-technical backgrounds. You must have the ability to work in a team environment and take ownership of tasks and projects.

Basic Functions:

• Provide IT support relating to issues with internal systems and network infrastructure.
• Support services for Microsoft-related technologies: Windows Server, Exchange, SQL, SharePoint, etc.
• Support services for virtualization technologies: VMware, Citrix, and Microsoft.
• Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
• Administer hosted and cloud solutions for customers using technologies that meet their requirements.
• Support disaster recovery solutions.
• Remote access solution support: VPN, Terminal Services, and Citrix.
• Monitor the remote monitoring and management system alerts and notifications and respond accordingly through service tickets.
• Document maintenance for all computer systems and network infrastructure.
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, or agreed outages.

Additional Duties and Responsibilities:

• Improve customer service, perception, and satisfaction.
• Escalate service or project issues that cannot be completed within agreed service levels.
• Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals.
• Document internal processes and procedures related to duties and responsibilities.
• Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry.
• Assist with projects as needs dictate and drive completion of deliverables on his/her own as needed.
• Also responsible for assisting in the maintenance of the design and integrity of the internal systems, including customer-facing hosted and cloud environments.

Knowledge, Skills, and Abilities:

• Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, SonicWall CSSA, ConnectWise CCPA, LabTech LTCP, Cisco CCNA, or VMware VCP.
• Interpersonal skills: such as telephony skills, communication skills, active listening, and customer care.
• Diagnosis skills of technical issues.
• Ability to multi-task and adapt to changes quickly.
• Technical awareness: an ability to match resources to technical issues appropriately.
• Service awareness of all organization’s key IT services for which support is being provided.
• Understanding of support tools, techniques, and how technology is used to provide IT services.
• Typing skills to ensure quick and accurate entry of service requests.

Benefits:

• 401K with company match
• Mobile phone reimbursement
• Competitive salary based on experience and qualifications
• Health, vision, and dental benefits included
• Mileage reimbursement
• Performance-based incentives
• Generous bonus levels
• Full on the job training & support
• Fun working environment and culture
• Great opportunity for advancement
• PTO

Compensation Range: $60K - $70K, depending on experience and qualifications.

Join L7 Solutions and be a part of a dynamic team that values innovation, client satisfaction, and professional growth.