IT Support Escalation

L7-Solutions; Fort Lauderdale (FL); On-site; USD 55,000 - 65,000; Full time

Benefits offered by this job

401K

Phone reimbursement

Health, vision, dental benefits

Mileage reimbursement

Performance-based incentives

Training & support

Job summary

L7 Solutions, a leader in IT and cybersecurity, seeks an experienced IT Support Escalation to handle advanced issues and assist frontline technicians. You will troubleshoot complex problems, support PCs, networks, servers, and security systems, and document actions for clients.

The role requires strong communication, teamwork, and ownership of tasks in a fast-paced environment. Competitive pay and growth opportunities offered.

Qualifications

• Must-have IT certifications in enterprise environments (Microsoft/VMware/Citrix) and security.
• Excellent communication and documentation skills for diverse client bases.
• Ability to diagnose complex IT issues and guide frontline technicians.

Responsibilities

• Provide remote and on-site IT support for servers, networking equipment, and desktops.
• Serve as escalation point for complex incidents and coordinate with teams.
• Document incidents and maintenance activities clearly for customers.

Skills

Microsoft MCP

MCSA

MCSE

Citrix CCEA or CCIA

SonicWall CSSA

ConnectWise CCPA

LabTech LTCP

Cisco CCNA

VMware VCP

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.

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

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: $55K - $65K, depending on experience and qualifications.

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