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Escalation Specialist
Escalation SpecialistInternational Computer Sciences Inc • Annapolis, MD, US
Escalation Specialist

Escalation Specialist

International Computer Sciences Inc • Annapolis, MD, US
30+ days ago
Job type
  • Full-time
Job description

Job Description

Job Description

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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    Specialist • Annapolis, MD, US

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