Escalation Specialist
International Computer Sciences IncAnnapolis, MD, United States- Full-time
Benefits : 401(k) matching
Bonus based on performance
Company parties
Dental insurance
Employee discounts
Free food & snacks
Health insurance
Opportunity for advancement
Paid time off
Training & development
Job Title : Escalation Specialist
Full time – Remote
About us : ICSI is a leading Managed Service Provider (MSP) dedicated to delivering top-notch IT solutions to our clients. We pride ourselves on our commitment to excellence and our ability to solve complex IT challenges. Our team includes experts from ICSI, a leader in managed IT services, known for increasing IT and security maturity levels.
Job Description : Are you a tech enthusiast with a knack for solving intricate IT issues? Join our dynamic team as an IT Escalation Specialist! In this role, you'll be the go-to expert for resolving advanced technical problems, ensuring our clients receive top-tier support and satisfaction. You'll work closely with a talented team of IT professionals, continuously learning and growing in a collaborative environment.
Key Responsibilities :
Tackle and resolve escalated IT support tickets from Tier 1 and Tier 2 teams with precision and expertise.
Provide advanced troubleshooting for hardware, software, and network issues, ensuring minimal downtime for our clients.
Collaborate with a passionate team of IT professionals to diagnose and solve complex technical problems.
Maintain detailed documentation of support activities in our ticketing system.
Communicate effectively with clients to understand their needs and deliver timely, effective solutions.
Stay ahead of the curve by keeping up to date with the latest industry trends and technologies.
Qualifications :
Proven experience in an IT support role, preferably within an MSP environment.
Strong knowledge of Windows and Mac operating systems, networking, and common software applications.
Windows Server (2012 and higher) / Active Directory. Windows 10 and 11. Office 365 / Microsoft 365 / Entra ID. Datto, Veeam Backup. SonicWall, Cisco Meraki. Sentinel One, Webroot, Barracuda, Avanan. Intune / MDM.
Excellent problem-solving and analytical skills.
Ability to work independently and as part of a team.
Strong communication and customer service skills.
Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified Professional) are a plus.
ConnectWise experience is a plus.
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