Escalation Technician
$55,000–$75,000 year
On-siteLouisiana, United States
Job Summary
Provide advanced troubleshooting and resolution for escalated service tickets across network, server, workstation, voice, and security platforms. Address Level 2 issues including Active Directory, DNS, Group Policy, O365, network misconfigurations, VoIP quality, and malware containment. Perform detailed root cause analysis, implement preventative measures, and support the deployment of MSP-managed tools. Assist with client onboarding, system upgrades, and project rollouts while documenting all work and monitoring SLA adherence. Collaborate with Level 1 technicians through guidance and mentorship, escalate unresolved issues to Level 3 engineers, and participate in on-call rotations for after-hours support. Contribute to continuous improvement of processes and documentation to ensure high service standards and client satisfaction.
Required Qualifications
- 2–4 years of IT support experience
- Strong working knowledge of Windows Server
- Strong working knowledge of Active Directory
- Strong working knowledge of O365
- Strong working knowledge of networking fundamentals (DNS, DHCP, VLANs, firewalls)
- Strong working knowledge of endpoint management
- Familiarity with RMM, PSA, and ticketing systems
- Excellent troubleshooting and analytical skills
- Customer-first mindset
- Strong written and verbal communication abilities
- Experience supporting VoIP and security platforms
- Proven experience in a similar role, preferably within an MSP environment
- Strong technical skills in system and network troubleshooting
- Proficiency in configuring and maintaining servers, networks, and IT infrastructure
- Excellent communication skills, with the ability to explain complex technical issues to non-technical clients
- Ability to work collaboratively in a team-oriented environment
- Strong organizational skills with attention to detail
Desired Qualifications
- Relevant certifications (CompTIA Network+, Security+, Microsoft, Cisco, etc.)
- Relevant certifications (e.g., CompTIA Network+, CompTIA Security+, Microsoft Certified Solutions Expert)
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