IT Escalations Technician
About The Position
The Escalations Technician handles complex support tickets escalated from the Service Desk team. The role focuses on solving difficult technical issues, working both remotely and on-site as needed, to ensure timely resolution and strong client relationships. You create value by providing expert-level troubleshooting and resolution for complex technical issues, ensuring a high level of client satisfaction and reducing the backlog of difficult tickets. Your proactive and collaborative approach supports the Escalations team in handling tough tickets quickly, 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 three of the following certifications (or equivalent) are required: A+, Server+, Net+, Security+, Linux+.
- 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 Microsoft Certified Professional (MCP), Cisco CCNA, or CISSP are highly desired.
- Bachelor’s degree in Information Technology or a related field preferred but not required.
Responsibilities
- Resolve escalated technical issues requiring advanced troubleshooting, working closely with the 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.
- Collaborate with the NOC and other teams to ensure client systems remain healthy, secure, and up to date.
- Assist in documenting resolutions and sharing knowledge with team members to prevent repeat issues.
- Take ownership of client issues, acting as the 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
- Nexus IT offers 2 hours per week of paid company time for certification training and 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
No Education Listed
