Senior IT Support Technician – Escalation & Troubleshooting

Drees & Sommer SE; United States; Remote; USD 65,000 - 90,000; Full time

Benefits offered by this job

Familiarity with remote support tools

ITIL-aligned processes

Ticketing platforms

Job summary

Drees & Sommer SE in the United States is seeking an experienced IT professional to deliver second- and third-level support within an established IT services environment. This role focuses on escalated issues beyond first-line resolution and supports a mix of full-time and part-time schedules.

You will diagnose complex incidents, troubleshoot across hardware, software, and networks, document root causes, and collaborate with specialists to resolve systemic problems.

Qualifications

• Prior hands-on experience in IT support, ideally including exposure to escalated incident handling.
• Working knowledge of common operating systems, enterprise applications, and basic network fundamentals.
• Strong analytical and problem-solving skills, with clear written and verbal communication in English.
• Ability to work independently, prioritise competing demands, and engage with non-technical colleagues.

Responsibilities

• Diagnose and resolve complex technical incidents escalated from first-line support teams.
• Troubleshoot issues spanning hardware, software, networking, and end-user workstation environments.
• Document root causes, workarounds, and known issues in shared knowledge base systems.
• Collaborate with infrastructure and application specialists on recurring or systemic problems.
• Manage a queue of support tickets while maintaining agreed service-level targets.

Skills

IT support experience

Escalated incident handling

English communication

Independent work

Job description

Drees & Sommer SE in the United States is seeking an experienced IT professional to deliver second- and third-level support within an established IT services environment. This role focuses on escalated issues beyond first-line resolution and supports a mix of full-time and part-time schedules.

You will diagnose complex incidents, troubleshoot across hardware, software, and networks, document root causes, and collaborate with specialists to resolve systemic problems.