Senior Escalations Engineer (Remote) – Client IT Support

F3 Design; Town of North Hempstead (NY); Remote; USD 120,000 - 150,000; Full time

Job summary

Liss Technologies is seeking a senior Escalations Specialist in Client Services to own escalated incidents from initial intake through resolution, communicating across in-person, phone, and electronic channels beyond frontline helpdesk.

You will mentor junior staff, document steps and outcomes, and coordinate with internal teams and client contacts to ensure timely updates and high-quality support in a fast-paced managed services environment.

Qualifications

• 5+ years of helpdesk or escalation experience.
• Ability to troubleshoot hardware and software issues.
• Excellent communication with non-technical users.
• Experience documenting incidents and using ticketing systems.
• Certifications are a plus.

Responsibilities

• Serve as the primary escalation point for end user issues and staff requiring advanced technical assistance.
• Respond to escalated incidents and service requests via phone, email, ticketing systems, and direct support.
• Troubleshoot and resolve intermediate to advanced hardware, software, connectivity, and account issues.
• Maintain end-to-end ownership of escalated requests, with timely follow-up and clear resolutions.
• Escalate unresolved, high-impact, or specialized issues per procedures.
• Provide clear, professional updates throughout the incident lifecycle.
• Assist in root cause analysis and share recommendations to improve service quality.
• Adhere to SOPs, service standards, and policies.
• Mentor junior Helpdesk staff and share best practices.

Skills

Customer service

Escalation management

Technical troubleshooting

Communication

Documentation

Mentoring

Prioritization

Tools

Ticketing systems

SaaS applications

Networking

Job description

Liss Technologies is seeking a senior Escalations Specialist in Client Services to own escalated incidents from initial intake through resolution, communicating across in-person, phone, and electronic channels beyond frontline helpdesk.

You will mentor junior staff, document steps and outcomes, and coordinate with internal teams and client contacts to ensure timely updates and high-quality support in a fast-paced managed services environment.