IT Support Escalation

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

Benefits offered by this job

401K match

Mobile reimbursement

Health benefits

Vision benefits

Dental benefits

Mileage reimbursement

Performance bonus

Training provided

PTO

Job summary

L7 Solutions is seeking an experienced IT Support Escalation to handle advanced technical issues and guide frontline technicians. You will troubleshoot complex problems, support Windows Server, Exchange, VMware, Citrix, and network security, and document maintenance for all systems while keeping clients informed.

Join a dynamic team offering on-the-job training, generous PTO, and opportunities for advancement in a growth-focused environment.

Qualifications

• Professional IT certifications such as MCP/MCSA/MCSE or CCNA.
• Strong communication and customer care skills.
• Diagnose and resolve technical issues with precision.
• Ability to multitask and adapt to changes quickly.
• Understanding of IT services and support tools.

Responsibilities

• Troubleshoot complex IT issues and guide frontline technicians.
• Provide advanced IT support for Windows Server, Exchange, SQL, SharePoint, etc.
• Administer hosted and cloud solutions; monitor VPN/remote access.
• Document maintenance for systems and networks.
• Communicate incident progress to customers and manage expectations.
• Escalate issues when SLAs require.

Skills

Interpersonal skills

Diagnosis skills

Multitasking

Technical awareness

Service orientation

Tools

VMware

Citrix

SonicWall

ConnectWise

LabTech

Cisco CCNA

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 Escalation to 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.

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. Lead our team to new heights!