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)

Purpose of the Role

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. 

How You Create Value

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.

Key Responsibilities

• 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.
• ake 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 .

What Success Looks Like

• 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.

Skills & Attributes

• 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. 

Working Conditions

• 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 with disabilities to perform essential functions.

The statements above are intended to describe the general nature and level of work being performed by people assigned to this job. Other duties may be assigned as needed.

Requirements

Experience & Education

• 2+ years of experience in IT support, with a focus on troubleshooting complex technical issues.
• At least two of the following certifications (or equivalent) are required: A+, Server+, Net+, Security+, Linux+, Microsoft Certified: Microsoft 365 Administrator Associate (MS-101).
• Additional certifications such as Security+, Microsoft AZ-800, Cisco CCNA, or CySA+ 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.