Escalation Technician (MSP)

Description

The Escalation Technician provides advanced technical support to managed services clients, ensuring reliable performance across networks, systems, voice, and security environments. This role serves as an escalation point for Level 1 technicians, resolving complex tickets, assisting with project implementations, and maintaining high standards of service delivery. The Escalation Technician combines technical expertise with strong communication skills to deliver timely solutions and an excellent client experience.

Key Responsibilities

Provide advanced troubleshooting and resolution for escalated service tickets across network, server, workstation, voice, and security platforms.

Address Level 2 issues such as :

• Resolving complex Active Directory, DNS, and Group Policy errors.
• Advanced O365 issues (mail flow, shared mailbox permissions, Teams / SharePoint access).
• Network troubleshooting (switch / VLAN misconfigurations, firewall rule adjustments, VPN issues).
• VoIP quality issues and SIP trunk escalations.
• Endpoint performance issues requiring registry or driver-level fixes.
• Malware or security alerts that require containment and remediation beyond Level 1 capabilities.

Perform detailed root cause analysis and implement preventative measures.

Support the deployment, configuration, and optimization of MSP-managed tools and platforms.

Assist with client onboarding, system upgrades, and project rollouts as directed by senior engineers or project managers.

Document all work performed, update tickets thoroughly, and follow internal SOPs for consistency and quality.

Monitor SLA adherence and prioritize tasks to ensure service standards are consistently met.

Collaborate with Level 1 technicians by providing guidance, mentorship, and knowledge sharing.

Escalate unresolved issues to Level 3 engineers or senior staff as appropriate.

Participate in on-call rotations and provide after-hours support when needed.

Contribute to continuous improvement of processes, documentation, and client experience.

Skills, Knowledge & Expertise

Preferred Qualifications :

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.