Remote IT Escalation Specialist — Advanced Tech Support

International Computer Sciences Inc; Annapolis (MD); Remote; USD 60,000 - 80,000; Full time

Benefits offered by this job

401(k) matching

Bonus based on performance

Company parties

Dental insurance

Employee discounts

Free food & snacks

Health insurance

Opportunity for advancement

Paid time off

Training & development

Job summary

A leading Managed Service Provider is seeking an IT Escalation Specialist to resolve complex technical issues and provide top-tier client support. This role involves advanced troubleshooting of hardware and software problems in a collaborative team environment. Candidates should have proven IT support experience, strong knowledge of operating systems, and excellent problem-solving skills. The company offers remote work options with benefits such as 401(k) matching and opportunities for advancement.

Qualifications

• Proven experience in an IT support role, preferably within an MSP environment.
• Strong knowledge of Windows and Mac operating systems, networking, and common software applications.
• Excellent problem-solving and analytical skills.

Responsibilities

• Tackle and resolve escalated IT support tickets from Tier 1 and Tier 2 teams.
• Provide advanced troubleshooting for hardware, software, and network issues.
• Collaborate with a team to diagnose and solve complex technical problems.
• Maintain detailed documentation of support activities.

Skills

IT support experience

Problem-solving skills

Communication and customer service skills

Knowledge of Windows and Mac OS

Networking knowledge

Education

Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified Professional)

Tools

Windows Server

Office 365

Datto

SonicWall

ConnectWise

Job description

A leading Managed Service Provider is seeking an IT Escalation Specialist to resolve complex technical issues and provide top-tier client support. This role involves advanced troubleshooting of hardware and software problems in a collaborative team environment. Candidates should have proven IT support experience, strong knowledge of operating systems, and excellent problem-solving skills. The company offers remote work options with benefits such as 401(k) matching and opportunities for advancement.