Senior MSP IT Escalation Technician

Homefield IT; United States; Remote; USD 70,000 - 90,000; Full time

Job summary

Homefield IT is seeking an Escalation Technician to be a lead technical member of the Service Team, handling high-level escalations and complex tickets. You will support end users and contribute to service quality across client hardware, applications, networks, and business continuity.

The role emphasizes customer service, ownership, and reliability, with potential after-hours support to match client needs. Prior MSP experience and strong communication are essential.

Qualifications

• Minimum three years of Windows Server administration experience (Active Directory, RDS)
• Experience with networking including switches, wireless, VPN, DNS, DHCP, VLANs
• MSP environments and service delivery
• Exceptional written and verbal communication skills
• Ability to learn and own tasks and responsibilities

Responsibilities

• Handle high-level escalations and tickets from end users via phone and email
• Document user information and issues in the ticketing system
• Prioritize, schedule, and track problems through resolution
• Perform remote fixes including software installs and backups
• Conduct post-resolution follow-ups with end users
• Learn and manage organization-supported software/hardware
• Maintain customer-focused service and ownership of tasks

Skills

Networking concepts (TCP/IP)

Windows Server administration

MSP experience

Voice/Email ticketing

Customer service excellence

Communications skills

ConnectWise Manage

Education

MSP-related certifications or equivalent

Tools

ConnectWise Manage

ConnectWise Automate/Control

Auvik

Job description

Homefield IT is seeking an Escalation Technician to be a lead technical member of the Service Team, handling high-level escalations and complex tickets. You will support end users and contribute to service quality across client hardware, applications, networks, and business continuity.

The role emphasizes customer service, ownership, and reliability, with potential after-hours support to match client needs. Prior MSP experience and strong communication are essential.