Experienced technical escalation resource responsible for resolving complex OS, networking, and Microsoft 365 application issues while supporting Tier 1 technicians.
Compensation
$65,000 - $75,000 annually
Responsibilities
Investigate, troubleshoot, and resolve complex technical issues escalated from Tier 1 support.
Resolve problems involving operating systems, Microsoft 365, networking, applications, and related business technologies.
Take ownership of escalated support requests through resolution, maintaining clear customer communication, accurate documentation, and adherence to service-level commitments.
Identify recurring technical issues, recommend solutions, and escalate advanced problems to Tier 3 or specialized technical teams.
Provide professional remote and on-site technical support following established incident management, security, and change management procedures.
Requirements
Associate's degree in IT
Bachelor's degree in IT
Relevant industry certifications
Nice to have: Managed Service Provider (MSP) environment
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