Technology Support II - Client Support Escalations
On-site · Tampa, Florida, United States
Job Summary
Technology Support II in Commercial & Investment Bank role focusing on escalation management for production incidents across digital channels and internal/external systems. Responsible for troubleshooting, resolving escalations, monitoring production environments, communicating with clients and stakeholders, and contributing to problem management, RCA discussions, and documentation. Requires strong communication, multitasking, and technical fluency with Windows/Office, on-premises and cloud environments, ITIL familiarity, and experience handling major incidents and high-profile client interactions.
Required Qualifications
- 2+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
- Strong oral and written communication skills
- Meets facilitation and influencing capabilities
- Ability to effectively multitask with strong time management and organizational skills
- Strong problem-solving, critical thinking, and decision-making abilities with attention to detail
- Demonstrates technical fluency with the ability to learn and understand technical concepts
- Working knowledge of Microsoft Operating Systems and Office Suite
- Knowledge of applications or infrastructure in large-scale technology environments, on-premises or public cloud
- Exposure to observability and monitoring tools and techniques
- Familiarity with ITIL framework
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