IT Escalations Technician (Tier 2)
About The Position
The Tier 2 Escalations Technician handles complex support tickets escalated from the Tier 1 Service Desk team. The role focuses on resolving difficult technical issues that require advanced troubleshooting, working both remotely and on-site as needed to ensure timely resolution and strong client relationships. Tier 2 technicians serve as the critical bridge between front-line support and senior engineering resources. You create value by providing advanced troubleshooting and resolution for complex technical issues that exceed Tier 1 capabilities, reducing escalation frequency to Tier 3, and ensuring a high level of client satisfaction. Your proactive and collaborative approach supports the team in handling difficult tickets efficiently, preventing long-term open cases, and improving the overall client experience.
Requirements
- 2+ years of experience in IT support, with a focus on troubleshooting complex technical issues.
- At least two of the following certifications (or equivalent) are required: A+, Server+, Net+, Security+, Linux+, Microsoft Certified: Microsoft 365 Administrator Associate (MS-101).
- Strong familiarity with M365 administration, virtualization technologies, and network troubleshooting.
- Excellent communication and interpersonal skills, with the ability to work effectively with clients and internal teams.
Nice To Haves
- Additional certifications such as Security+, Microsoft AZ-800, Cisco CCNA, or CySA+ are highly desired.
- Bachelor’s degree in Information Technology or a related field preferred but not required.
Responsibilities
- Resolve escalated technical issues requiring intermediate-to-advanced troubleshooting, working closely with Tier 1 Service Desk and other internal teams.
- Provide on-site support when necessary, ensuring all escalated issues are handled effectively and promptly.
- Ensure escalated tickets are resolved within agreed SLA, with a focus on resolution times and preventing extended delays.
- Act as an escalation path for Tier 1 technicians, providing mentorship and guidance on complex issues.
- Collaborate with the NOC and other teams to ensure client systems remain healthy, secure, and up to date.
- Document resolutions thoroughly and share knowledge with team members to prevent repeat incidents.
- Take ownership of client issues, acting as a senior point of contact to ensure client expectations are met or exceeded.
- Participate in on-call rotations for one week at a time, typically 4–5 times per year per technician, to provide after-hours support for escalated incidents and critical issues.
- Utilize CRM, ticketing systems, and BI dashboards to track service metrics (CSAT, NPS) and support delivery of high-quality services.
Benefits
- 2 hours per week of paid company time for certification training
- Clear career progression paths based on skill development
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
