IT Escalations Technician; Tier 2

Description

Location: Salt Lake City, UT / Hybrid

Department: Escalations Team

Reports To: Tier 2 Support Team Lead

Employment Type: Full-Time, Exempt

Compensation: $60K - $75K annually (commensurate with experience and education)

The Tier 2 Escalations Technician handles complex support tickets escalated from the Tier 1 Service Desk team. The role focuses on resolving difficult technical issues that require advanced troubleshooting, working both remotely and on-site as needed to ensure timely resolution and strong client relationships. Tier 2 technicians serve as the critical bridge between front-line support and senior engineering resources.

You create value by providing advanced troubleshooting and resolution for complex technical issues that exceed Tier 1 capabilities, reducing escalation frequency to Tier 3, and ensuring a high level of client satisfaction. Your proactive and collaborative approach supports the team in handling difficult tickets efficiently, preventing long-term open cases, and improving the overall client experience.

• Resolve escalated technical issues requiring intermediate-to-advanced troubleshooting, working closely with Tier 1 Service Desk and other internal teams.
• Provide on-site support when necessary, ensuring all escalated issues are handled effectively and promptly.
• Ensure escalated tickets are resolved within agreed SLA, with a focus on resolution times and preventing extended delays.
• Act as an escalation path for Tier 1 technicians, providing mentorship and guidance on complex issues.
• Collaborate with the NOC and other teams to ensure client systems remain healthy, secure, and up to date.
• Document resolutions thoroughly and share knowledge with team members to prevent repeat incidents.
• Take ownership of client issues, acting as a senior point of contact to ensure client expectations are met or exceeded.
• Participate in on-call rotations for one week at a time, typically 4–5 times per year per technician, to provide after-hours support for escalated incidents and critical issues.
• Utilize CRM, ticketing systems, and BI dashboards to track service metrics (CSAT, NPS) and support delivery of high-quality services.

• Escalated tickets are resolved within SLA without requiring Tier 3 intervention.
• Client satisfaction scores reflect consistent, high-quality service delivery.
• Documentation of resolutions is thorough, reducing repeat incidents across the team.
• On-call rotations are covered reliably and escalations are handled with urgency and professionalism.
• Tier 1 technicians receive effective mentorship and timely guidance on complex issues.
• Strong collaboration with Service Desk, NOC, and Field Services teams.

• Advanced networking troubleshooting. In-depth knowledge of network infrastructure, firewalls, routers, and switches, with a focus on Layer 2 and 3 networking issues.
• Windows Server proficiency. Experience diagnosing and resolving issues related to Active Directory, DNS, DHCP, and file‑sharing services.
• Virtualization expertise. Hands‑on experience with Hyper‑V and VMware, managing and troubleshooting virtual environments.
• Backup and disaster recovery knowledge. Familiarity with BDR solutions and troubleshooting backup issues to ensure data integrity.
• Security and firewall configuration. Experience with firewall configurations and security protocols, including identifying and mitigating security risks.
• Cloud platform familiarity. Working knowledge of Microsoft Azure and other cloud environments to handle escalated cloud service issues.
• Microsoft 365 expertise. Advanced troubleshooting across M365 services, including Exchange Online, SharePoint, and One Drive.
• Communication. Demonstrated ability to proactively manage client expectations and collaborate effectively with internal teams under pressure.

• Professional office environment (Hybrid eligible).
• Participation in on‑call rotations is required to address after‑hours escalations and urgent client issues.
• May require on‑site client support depending on client needs.
• Reasonable accommodations will be made to enable individuals…