Job Title
We are seeking an experienced IT Professional to fill a challenging role in our Service Delivery team. As an Escalation Specialist, you will be responsible for resolving complex technical issues and delivering exceptional service to our clients.
Key Responsibilities:
* Resolve Level 3 tickets and troubleshoot persistent problems.
* Share expertise with the team to improve overall performance.
* Maintain accurate documentation and improve processes.
* Ensure a high standard of client satisfaction.
Requirements:
* At least 5 years' experience in IT support within an MSP or IT Solutions provider.
* Advanced Level 3 troubleshooting skills.
* Strong customer service and communication abilities.
* Intermediate knowledge of Linux and Ubuntu.
* Experience with PSA tools such as AutoTask or ConnectWise.
* A current driver's license and reliable vehicle.
* Ability to obtain necessary certifications and clearances.
PREFERRED SKILLS: Gmail for Business, Mac support, Citrix, Sophos security systems, AWS or GCS administration experience.