Description:
Position: Escalations Technician
Location: Salt Lake City, UT
Department: Escalations Team
Reports To: Front Line Service POD Team Lead (TL)
Salary/Pay: $70K - $105K / Year - Commensurate with experience and education
FLSA Status: Full-Time, Exempt
About the Company: Established in 1998, Nexus IT is a premier Managed IT, Cybersecurity, and Cloud Services provider, that feeds the technology demands and network needs of small and medium- sized businesses in the Northern Utah market and beyond. Each of us makes up a brilliant team of dedicated intellectuals, with every role serving an absolute purpose. We are looking for people who will be part of our team and embrace our core values and culture.

EXPERIENCE AND EDUCATION:

• 2+ years of experience in IT support, with a focus on troubleshooting complex technical issues.
• At least three of the following certifications (or equivalent certifications/skills) 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.
• We offer 2 hours per week of paid company time for certification training and clear career progression paths based on skill development and certifications.
• Bachelor’s degree in IT or a related field is preferred but not required.
• Excellent communication and interpersonal skills, with the ability to work effectively with clients and internal teams.

PURPOSE OF THE ROLE:

The Escalations Technician is responsible for handling more complex support tickets that have been 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 of escalated tickets and maintaining strong client relationships.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Resolve escalated technical issues that require advanced troubleshooting skills, working closely with the Service Desk and other internal teams.
• Provide on-site support when necessary, ensuring that all escalated issues are handled effectively and promptly.
• Ensure that escalated tickets are resolved within the agreed SLA, focusing on resolution times to prevent extended delays.
• Collaborate with the NOC and other teams to ensure that client systems remain healthy, secure, and up to date.
• Assist in documenting resolutions and sharing knowledge with other team members to prevent repeat issues.
• Take ownership of client issues, acting as the senior point of contact to ensure that client expectations are met or exceeded.
• Participate in on-call rotations for 1 week at a time, typically 4 to 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 the delivery of high-quality services.

KEY TECHNICAL SKILLS AND RESPONSIBILITIES:

• Advanced networking troubleshooting: In-depth knowledge of network infrastructure, firewalls, routers, and switches, with a focus on Layer 2 and 3 networking issues.
• Proficiency with Windows Server environments: Experience in diagnosing and resolving issues related to Active Directory, DNS, DHCP, and file-sharing services.
• Virtualization technologies: Experience working with Hyper-V and VMware, managing and troubleshooting virtual environments.
• Backup and disaster recovery: Knowledge of BDR solutions and troubleshooting backup issues to ensure data integrity.
• Experience with firewall configurations and security protocols, identifying and mitigating security risks.
• Cloud platforms: Familiarity with Microsoft Azure and other cloud environments, handling escalated cloud service issues.
• Microsoft 365: Advanced troubleshooting in M365 services, including Exchange Online, SharePoint, and OneDrive.
• Incident escalation and collaboration with other teams for quick resolution of critical or security-related issues.