IT Support Escalation

IT Support Escalation – Solve Complex IT Challenges at L7 Solutions

L7 Solutions, a leader in IT and cybersecurity, is seeking an experienced IT Support Escalation to handle advanced technical issues and provide top‑tier support. In this role, you'll troubleshoot complex problems, assist frontline technicians, and ensure seamless IT operations for our clients.

As a member of our team, you will be responsible for providing remote and on‑site support for PCs, networking equipment, servers, firewalls, and desktop software. You will also be an escalation point for difficult‑to‑solve issues and expected to perform a wide range of IT support tasks.

• Provide IT support relating to issues with internal systems and network infrastructure
• Support services for Microsoft‑related technologies:
  Windows Server, Exchange, SQL, SharePoint, etc.
• Support services for virtualization technologies: VMware, Citrix, and Microsoft
• Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security
• Administer hosted and cloud solutions for customers using technologies that meet their requirements
• Support disaster recovery solutions
• Remote access solution support: VPN, Terminal Services, and Citrix
• Monitor the remote monitoring and management system alerts and notifications and respond accordingly through service tickets
• Document maintenance for all computer systems and network infrastructure
• Communicate with customers as required: keeping them informed of incident progress, notifying them of impending changes, or agreed outages

• Additional Duties and Responsibilities
• Improve customer service, perception, and satisfaction
• Escalate service or project issues that cannot be completed within agreed service levels
• Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals
• Document internal processes and procedures related to duties and responsibilities
• Review IT publications and online materials to remain up‑to‑date with current and future technologies emerging in the industry
• Assist with projects as needs dictate and drive completion of deliverables on own as needed
• Assist in the maintenance of the design and integrity of the internal systems, including customer‑facing hosted and cloud environments

• Professional IT certifications, such as:
  Microsoft MCP, MCSA, or MCSE;
  Citrix CCEA or CCIA;
  Sonic Wall CSSA;
  Connect Wise CCPA;
  Lab Tech LTCP;
  Cisco CCNA; or VMware VCP
• Interpersonal skills: telephony skills, communication skills, active listening, and customer care
• Diagnosis skills of technical issues
• Ability to multi‑task and adapt to changes quickly
• Technical awareness: ability to match resources to technical issues appropriately
• Service awareness of all organization’s key IT services for which support is being provided
• Understanding of support tools, techniques, and how technology is used to provide IT services
• Typing skills to ensure quick and accurate entry of service requests

• 401K with company match
• Mobile phone reimbursement
• Competitive salary based on experience and qualifications
• Health, vision, and dental benefits included
• Mileage reimbursement
• Performance‑based incentives
• Generous bonus levels
• Full on the job training & support
• Fun working environment and culture
• Great opportunity for advancement
• PTO

Compensation Range: $55K - $65K, depending on experience and qualifications.

Apply now and lead our team to new heights.