IT Escalations Technician

The Escalations Technician handles complex support tickets escalated from the Service Desk team. The role focuses on solving difficult technical issues, working both remotely and on-site as needed, to ensure timely resolution and strong client relationships., You create value by providing expert-level troubleshooting and resolution for complex technical issues, ensuring a high level of client satisfaction and reducing the backlog of difficult tickets. Your proactive and collaborative approach supports the Escalations team in handling tough tickets quickly, preventing long-term open cases, and improving the overall client experience., * Resolve escalated technical issues requiring advanced troubleshooting, working closely with the 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.
• Collaborate with the NOC and other teams to ensure client systems remain healthy, secure, and up to date.
• Assist in documenting resolutions and sharing knowledge with team members to prevent repeat issues.
• Take ownership of client issues, acting as the 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.

What Success Looks Like

• Escalated tickets are resolved within SLA without requiring Tier III 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.
• Strong collaboration with Service Desk, NOC, and Field Services teams.

Do you have experience in Server virtualization?, Do you have a Bachelor’s degree?, * 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 OneDrive.

Communication. Demonstrated ability to proactively manage client expectations and collaborate effectively with internal teams under pressure., * 2+ years of experience in IT support, with a focus on troubleshooting complex technical issues.

• At least three of the following certifications (or equivalent) are required: A+, Server+, Net+, Security+, Linux+.
• Additional certifications such as Microsoft Certified Professional (MCP), Cisco CCNA, or CISSP are highly desired.
• Strong familiarity with M365 administration, virtualization technologies, and network troubleshooting.
• Nexus IT offers 2 hours per week of paid company time for certification training and clear career progression paths based on skill development.
• Bachelor’s degree in Information Technology or a related field preferred but not required.
• Excellent communication and interpersonal skills, with the ability to work effectively with clients and internal teams.

• 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 to client needs.
• Reasonable accommodations will be made to enable individuals with disabilities to perform essential functions.