> Markdown version of [/jobs/ext/2281803-it-support-escalation](https://www.wearedevelopers.com/jobs/ext/2281803-it-support-escalation). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Support Escalation - **Company:** After School Matters, Inc. - **Location:** Orlando, FL, United States - **Experience:** Experienced - **Salary:** $48,000.0 - $55,000.0 - **Contract:** Permanent contract - **Skills:** Citrix Systems, Cloud Platform System, Sonicwall, Information Technology, Cisco, Vmware - **Published:** August 28, 2026 - **Apply:** https://wheelhouse.applytojob.com/apply/uyLfwaIE4j/IT-Support-Escalation?source=GS ## About the Role Wheelhouse IT is seeking a highly motivated Support Escalation Engineer to provide high-quality technical support and mentorship to our clients. This position is located in Oralndo, FL. This is NOT an entry level position. MUST have a minimum of 2-3 years MSP experience. 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. The ideal candidate should possess excellent communication skills and be willing to work with clients and staff from technical to non-technical backgrounds. You must have the ability to work in a team environment and take ownership of tasks and projects., * Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, SonicWall CSSA, ConnectWise CCPA, LabTech LTCP, Cisco CCNA, or VMware VCP. * Interpersonal skills: such as 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: an 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. ## Description * 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. * Communication 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 his/her own as needed. * Also responsible for assisting in the maintenance of the design and integrity of the internal systems, including customer-facing hosted and cloud environments. ## Related Videos - [How Cisco embraced a DevOps culture within its network engineering team](https://www.wearedevelopers.com/videos/99-how-cisco-embraced-a-devops-culture-within-its-network-engineering-team) - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [WebAssembly: The Next Frontier of Cloud Computing](https://www.wearedevelopers.com/videos/972-webassembly-the-next-frontier-of-cloud-computing) - [Generating code with Angular schematics](https://www.wearedevelopers.com/videos/129-generating-code-with-angular-schematics) - [Computer Vision from the Edge to the Cloud done easy](https://www.wearedevelopers.com/videos/263-computer-vision-from-the-edge-to-the-cloud-done-easy) - [Unlocking the potential of Digital & IT at Vodafone](https://www.wearedevelopers.com/videos/602-unlocking-the-potential-of-digital-it-at-vodafone) ## Related Articles - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [7 Important Tips That Every Software Developer Should Know](https://www.wearedevelopers.com/magazine/101-7-important-tips-that-every-software-developer-should-know) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Mastering Remote Work: Tips for Developers](https://www.wearedevelopers.com/magazine/558-mastering-remote-work-tips-for-developers)