L3 Support Escalation Specialist
SUMMARY
As a Senior Support Specialist, you
are the technical anchor of your support pod. You resolve the toughest tickets,
take escalations from Support and Phone Specialists, and mentor the team, all
while carrying your own queue and keeping members happy.
You are the person teammates turn to when
they are stuck, and the one who turns a hard fix into a knowledge-based article,
so nobody has to solve it from scratch again.
JOB RESPONSIBILITIES
- Resolve the pod’s most
complex tickets across endpoints, identity, networking, and cloud.
- Take escalations from
Support and Phone Specialists and see them through.
- Mentor and coach
less-experienced specialists on troubleshooting and quality.
- Author and maintain
knowledge-based articles in IT Glue from recurring fixes.
- Escalate cleanly to
Systems Administrators and the Chief Technology Advisor when needed, with full
- context.
- Maintain high CSAT and
first-contact resolution on advanced issues.
- Partner with TAMs on
member-specific context and recurring problems.
QUALIFICATIONS
- 5+ years in IT support
with demonstrated depth across common MSP technologies.
- Strong, independent
troubleshooting and a bias toward proper, documented fixes.
- A helpful, patient
style with teammates and members.
- Clear technical
writing for knowledge articles.
- Reliability under a
busy queue.
- A natural fit with our
Core Values: balanced passion for our Company, Colleagues, and Clients;
empathy; accountability; consistent, friendly communication; and a learning
mindset.
Nice to have:
- Certifications
(CompTIA, Microsoft, networking) and MSP experience.
- Familiarity with Halo
PSA, NinjaOne, and IT Glue.
- Experience serving
nonprofits.
Tools you’ll use:
- Halo PSA, NinjaOne RMM
and backups, Google Workspace admin, IT Glue, Dialpad, Datto and Slide BCDR,
- password managers, and
Strety, with AI assistants (Gemini and Claude) part of how we work.
JOB REQUIREMENTS
- Should be willing to
accept a long-term work-from-home arrangement.
- Should be amenable to
a permanent night shift schedule.