IT Support Escalation
Core
Escalation point for complex technical issues, providing remote and on-site support for PCs, networking, servers, and cloud solutions.
Role type
Senior IT Support Engineer (Escalation)
Builds
Internal systems, network infrastructure, and customer-hosted cloud environments
Domain
IT Services / Cybersecurity
Required skills
Complex issue diagnosis, Remote and on-site support, Network infrastructure administration, Virtualization management, Cloud solutions administration, Disaster recovery support, Service ticket management, Documentation maintenance, Customer communication, Project ownership
Preferred skills
Professional IT certifications (Microsoft, Citrix, Cisco, VMware), Active listening, Multitasking, Adaptability
Technologies
Citrix, Cisco, LAN, MCP, Mobile, Network, SQL, Security, SharePoint, VPN, VMware, Windows
Responsibilities
Provide remote and on-site support for PCs, networking equipment, servers, firewalls, and desktop software. Support internal systems and network infrastructure including Microsoft technologies. Administer customer hosted and cloud solutions and support disaster recovery. Monitor alerts from remote monitoring systems and respond through service tickets. Maintain documentation for computer systems and network infrastructure. Keep customers informed about incident progress and escalate unresolved issues.