Senior Escalation Technician — MSP Networking & Security

in-telecom.com/; Town of Texas (WI); On-site; USD 55,000 - 65,000; Full time

Benefits offered by this job

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

401k

Job summary

in-telecom.com is seeking an Escalation (L2) Technician for our Arlington, TX location. The role provides advanced IT support across networks, servers, voice, and security, serving as the escalation point for Level 1 technicians.

You will resolve complex tickets, assist with deployments and project rollouts, and ensure high-quality client service through thorough documentation and proactive problem solving.

Qualifications

• 2–4 years IT support experience.
• Strong knowledge of Windows Server, Active Directory, O365, networking fundamentals.
• Familiarity with RMM, PSA and ticketing systems.
• Experience supporting VoIP and security platforms a plus.
• Excellent troubleshooting and communication skills.

Responsibilities

• Provide advanced troubleshooting for escalated tickets across network, server, workstation, voice, and security.
• Resolve Level 2 issues like AD/DNS/GP errors, O365 mail flow, and VPN issues.
• Assist with client onboarding, deployments, and project rollouts as directed by senior staff.
• Document all work and maintain ticket updates per SOPs.
• Monitor SLA adherence and mentor Level 1 technicians.

Skills

IT support

Windows Server

Active Directory

O365

Networking basics

Endpoint management

RMM

PSA

VoIP

Security platforms

Troubleshooting

Communication

Tools

Ticketing systems

Job description

in-telecom.com is seeking an Escalation (L2) Technician for our Arlington, TX location. The role provides advanced IT support across networks, servers, voice, and security, serving as the escalation point for Level 1 technicians.

You will resolve complex tickets, assist with deployments and project rollouts, and ensure high-quality client service through thorough documentation and proactive problem solving.