Job Description
Job DescriptionJob Title: Escalation Specialist
Full time – In Office - Annapolis, MD
About us: ICSI is a leading Managed Service Provider (MSP) dedicated to delivering top-notch IT solutions to our clients. We pride ourselves on our commitment to excellence and our ability to solve complex IT challenges. Our team includes experts from ICSI, a leader in managed IT services, known for increasing IT and security maturity levels.
Job Description: Are you a tech enthusiast with a knack for solving intricate IT issues? Join our dynamic team as an IT Escalation Specialist! In this role, you'll be the go-to expert for resolving advanced technical problems, ensuring our clients receive top-tier support and satisfaction. You'll work closely with a talented team of IT professionals, continuously learning and growing in a collaborative environment.
Key Responsibilities:
- Tackle and resolve escalated IT support tickets from Tier 1 and Tier 2 teams with precision and expertise.
- Provide advanced troubleshooting for hardware, software, and network issues, ensuring minimal downtime for our clients.
- Collaborate with a passionate team of IT professionals to diagnose and solve complex technical problems.
- Maintain detailed documentation of support activities in our ticketing system.
- Communicate effectively with clients to understand their needs and deliver timely, effective solutions.
- Stay ahead of the curve by keeping up to date with the latest industry trends and technologies.
Qualifications:
- Proven experience in an IT support role, preferably within an MSP environment.
- Strong knowledge of Windows and Mac operating systems, networking, and common software applications.
- Windows Server (2012 and higher) / Active Directory. Windows 10 and 11. Office 365 / Microsoft 365 / Entra ID. Datto, Veeam Backup. SonicWall, Cisco Meraki. Sentinel One, Webroot, Barracuda, Avanan. Intune/MDM.
- Excellent problem-solving and analytical skills.
- Ability to work independently and as part of a team.
- Strong communication and customer service skills.
- Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified Professional) are a plus.
- ConnectWise experience is a plus.