T2 Escalation Technician

The T2 Escalation Technician provides advanced technical support by resolving complex hardware, software, and network issues. This role manages escalated Level 2 tickets, collaborates with Level 3 resources, and ensures timely resolution in accordance with SLAs. The position requires strong troubleshooting skills, effective client communication, and a proactive approach to maintaining system performance and customer satisfaction., * Provide advanced technical support for hardware, software, and network-related issues

• Diagnose and resolve escalated Level 2 support tickets; escalate to Level 3 as needed
• Deliver both onsite and remote support to clients
• Communicate clearly and professionally to understand and resolve client technical concerns
• Maintain accurate and detailed documentation of client configurations, procedures, and resolutions
• Mentor and support Level 1 technicians by sharing knowledge, improving technical skills, and promoting team development
• Monitor client environments for performance and security issues; take proactive corrective actions
• Collaborate with Level 1 and Level 3 teams to resolve complex technical issues
• Stay current on emerging technologies, tools, and industry best practices
• Ensure a high level of customer satisfaction through responsive and professional service delivery

• High School Diploma or equivalent
• Minimum of 3 years of experience in IT support or a related role
• Hands-on experience supporting Windows and Mac operating systems
• Experience working with remote support tools and ticketing systems
• Familiarity with ITIL or similar IT service management frameworks
• Relevant certifications preferred (CompTIA A+, Network+, Microsoft certifications)

SkillsCompetencies

• Strong technical troubleshooting across operating systems, hardware, and software
• Ability to diagnose and resolve network-related issues
• Excellent problem-solving skills with a proactive, solution-oriented approach
• Strong communication and interpersonal skills with a customer-first mindset
• Ability to explain technical concepts clearly to non-technical users
• High level of organization and attention to detail in documentation
• Ability to manage multiple priorities in a fast-paced environment
• Strong collaboration skills and willingness to mentor team members
• Professionalism and commitment to delivering exceptional customer service

PhysicalWork Requirements

• Ability to work at a desk using a computer, keyboard, and phone for extended periods (up to 8 hours daily)
• Ability to communicate effectively including clear vision and hearing, with or without reasonable accommodation.
• Occasional standing, walking, bending, or reaching within an office environment.
• Frequent use of hands and fingers for typing, data entry, and operating office equipment.

• 401(k) with employer match
• Medical, Dental, and Vision insurance
• Paid Time Off (PTO)
• Parental Leave
• Employee Stock Ownership Plan (ESOP)
• Flexible Spending Account (FSA) / Health Savings Account (HSA)
• Life and AD&D Insurance
• Short-Term Disability and supplemental coverage options

Advanced Business Methods (ABM) is a leading provider of office technology solutions, helping businesses streamline workflows, improve productivity, and manage their document environments. As an employee-owned company (ESOP), ABM fosters a collaborative, team-oriented culture where employees are invested in the company’s success and growth. We are committed to delivering exceptional customer service and building long-term relationships with our clients and communities.