Dedicated IT - Escalation Technician

Description

The Dedicated IT Technician serves in a general site management capacity, providing high-level technical assistance, and client-facing support across multiple locations. This role is responsible for managing onsite IT functionality, coordinating with remote support teams, and ensuring consistent service delivery aligned with company standards.

The technician will act as the primary point of contact for all IT-related matters at these locations, managing a ticketing board in ConnectWise and partnering with In-Telecom Remote Support for escalations. This is a salaried position , working Monday through Friday , with availability required during nights and weekends for business-impacting issues.

Key Responsibilities

Basic Functions / Core Tasks

• Serve as the first point of contact for resolving technical issues.
• Must be familiar with Microsoft Teams Rooms, and experience inventory management.
• Partner with In-Telecom remote escalations personnel for issues that cannot be resolved internally.
• Understand overall service and support objectives.
• Drive problem investigation and resolution as required.
• Design and maintain process documentation for the team.

Core Technical Tasks

Level 2 Issue Resolution

New User Setup

Hardware & Software Installation

Patch Management

Inventory Management

Process and Coordination

Ticket Management

Vendor Coordination

Network Room / Closet Upkeep

User Support & Training

Desk-Side Support

Assist During Onboarding / Offboarding

Recurring Responsibilities

Additional Duties and Responsibilities :

Skills, Knowledge & Expertise

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and / or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Educational / Vocational / Previous Experience Recommendations :

Job Benefits

In-Telecom Consulting, LLC is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

We specialize in delivering innovative solutions and exceptional services to meet the diverse needs of our clients. With a strong commitment to quality and customer satisfaction, we strive to exceed expectations and drive success in every project we undertake.