Senior IT Escalations Engineer | Hybrid

Nexus IT; Salt Lake City (UT); Hybrid; USD 60,000 - 75,000; Full time

Job summary

Nexus IT is seeking a Tier 2 Escalations Technician in Salt Lake City, UT, to handle complex IT issues escalated from Tier 1. The role blends remote and on-site work, reporting to the Tier 2 Support Team Lead in a full-time, exempt capacity.

You will resolve advanced network, server, and cloud-related problems, mentor Tier 1 staff, and maintain high client satisfaction while meeting SLA targets. Ideal candidates have 2+ years in IT support, relevant certifications, and strong communication

Qualifications

• 2+ years of experience in IT support
• Certifications such as A+, Server+, Net+, Security+, Linux+, MS-101 (or equivalent) required
• Additional certifications such as Security+, AZ-800, CCNA, CySA+ are highly desired
• Familiar with M365 administration, virtualization, and network troubleshooting

Responsibilities

• Resolve escalated technical issues requiring intermediate-to-advanced troubleshooting with Tier 1 collaboration.
• Provide on-site support when necessary to resolve issues efficiently.
• Ensure escalated tickets meet SLA and are resolved promptly.
• Mentor Tier 1 technicians and guide on complex problems.
• Collaborate with NOC and Field Services to maintain healthy client systems.
• Document resolutions and share knowledge to prevent repeat incidents.
• Take ownership as senior point of contact to meet or exceed client expectations.
• Participate in on-call rotations (4–5 times per year per tech).
• Use CRM, ticketing systems, and BI dashboards to track CSAT and NPS metrics.

Skills

Advanced networking troubleshooting

Windows Server proficiency

Virtualization expertise

Backup and disaster recovery

Security and firewall configuration

Cloud platform familiarity

Microsoft 365 expertise

Communication

Education

MS-101 / MS 365 Administrator Associate equivalent

Bachelor’s degree preferred

Job description

Nexus IT is seeking a Tier 2 Escalations Technician in Salt Lake City, UT, to handle complex IT issues escalated from Tier 1. The role blends remote and on-site work, reporting to the Tier 2 Support Team Lead in a full-time, exempt capacity.

You will resolve advanced network, server, and cloud-related problems, mentor Tier 1 staff, and maintain high client satisfaction while meeting SLA targets. Ideal candidates have 2+ years in IT support, relevant certifications, and strong communication