Senior IT Escalation Engineer – MSP Support

Socket.dev; United States; Remote; USD 65,000 - 90,000; Full time

Job summary

Homefield IT is seeking an Escalation Technician, a lead technical member responsible for high-level escalations and tickets within the Service Team delivering end-user support for clients.

You will field escalated requests via phone and email, document user details in the ticketing system, and track problems through final resolution.

This role requires Windows Server administration experience, strong troubleshooting, and willingness to work with MSP tools and remote work when needed.

Qualifications

• Experience with Windows Server administration and Active Directory.
• Strong written and verbal communication skills.
• Experience in MSP environments is preferred.

Responsibilities

• Field incoming escalated requests from end users via both telephone and e-mail in a courteous manner.
• Document in our ticketing system all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution within our ticketing system and where appropriate our knowledgebase system.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform remote fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications.
• Perform post-resolution follow-ups to help requests.
• At least three years of experience in Windows Server administration such as Active Directory, and Remote Desktop Services
• Experience with networking including switches, wireless networks, VPNm DNS, DHCP, VLANs

Skills

TCP/IP networking

Active Directory

Remote Desktop Services

Windows Server

Customer service

Communication

Tools

ConnectWise Manage

ConnectWise Automate

Auvik

VPN

DNS/DHCP/VLANs

Job description

Homefield IT is seeking an Escalation Technician, a lead technical member responsible for high-level escalations and tickets within the Service Team delivering end-user support for clients.

You will field escalated requests via phone and email, document user details in the ticketing system, and track problems through final resolution.

This role requires Windows Server administration experience, strong troubleshooting, and willingness to work with MSP tools and remote work when needed.