Senior IT Escalation Technician (2nd/3rd Level)

Hidden Jobs; United States; Remote; USD 60,000 - 90,000; Full time

Job summary

Hidden Jobs is seeking a seasoned IT Support professional to deliver second- and third-line support within an established IT services environment. The role offers both full-time and part-time schedules, with a focus on escalated issues beyond first-line resolution.

You will diagnose complex incidents, troubleshoot across hardware, software, networking and end-user workstations, and document root causes and workarounds in a shared knowledge base while coordinating with infrastructure and

Qualifications

• Minimum hands-on IT support experience, including handling escalated incidents.
• Solid knowledge of operating systems, enterprise apps, and basic networking.
• Excellent written and verbal English communication skills.

Responsibilities

• Diagnose and resolve complex incidents escalated from first-line support.
• Troubleshoot hardware, software, networking and end-user workstations.
• Document root causes, workarounds and known issues in the knowledge base.
• Collaborate with infrastructure and application specialists on systemic problems.
• Manage a queue of support tickets while meeting service targets.

Skills

Hands-on IT support experience

Analytical and problem-solving

English communication

Independent work

Non-technical colleague communication

Tools

Remote support tooling

Ticketing platforms

ITIL-aligned processes

Job description

Hidden Jobs is seeking a seasoned IT Support professional to deliver second- and third-line support within an established IT services environment. The role offers both full-time and part-time schedules, with a focus on escalated issues beyond first-line resolution.

You will diagnose complex incidents, troubleshoot across hardware, software, networking and end-user workstations, and document root causes and workarounds in a shared knowledge base while coordinating with infrastructure and