Client Services - Escalations (IT Support)

Location: Fully remote

Salary: $120,000–$150,000 per year

Company

Provides managed IT support and technology guidance tailored to business needs.

What you will do

• Act as the primary escalation point for end users, client IT staff, and frontline Helpdesk personnel.
• Investigate and resolve intermediate to advanced hardware, software, connectivity, account access, application, server, and networking issues.
• Own escalated incidents from initial review through resolution, follow-up, documentation, or further escalation.
• Provide clear updates through phone, email, ticketing systems, and direct support interactions.
• Assist with root cause analysis and recommend improvements to service quality and operational efficiency.
• Support and mentor junior Helpdesk staff on complex issues and best practices.

Requirements

• 5+ years of experience in Helpdesk, desktop support, escalation support, or technical support environments.
• Ability to diagnose and resolve complex technical issues involving desktop and server operating systems, business applications, printers, mobile devices, server hardware, SaaS applications, and networking.
• Strong customer service, interpersonal, communication, organization, and documentation skills.
• Ability to explain technical concepts to non-technical users and stakeholders.
• Ability to prioritize multiple issues and work effectively in a fast-paced support environment.
• Commitment to established procedures, service standards, professionalism, and high-quality client support.

Nice to have

• Relevant industry certifications.

Culture & Benefits

• Fully remote work environment.
• Managed Services team focused on dependable client support and long-term technology guidance.
• Opportunity to contribute to service improvements and mentor junior support staff.