L7 Solutions · 3 months ago
IT Support Escalation
Fort Lauderdale, FL
Full-time
Onsite
Mid Level
$55K/yr - $65K/yrL7 Solutions is a leader in IT and cybersecurity, seeking an experienced IT Support Escalation professional to handle advanced technical issues and provide top-tier support. The role involves troubleshooting complex problems, assisting frontline technicians, and ensuring seamless IT operations for clients.
Information Technology
Responsibilities
Provide IT support relating to issues with internal systems and network infrastructure
Support services for Microsoft-related technologies: Windows Server, Exchange, SQL, SharePoint, etc
Support services for virtualization technologies: VMware, Citrix, and Microsoft
Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security
Administer hosted and cloud solutions for customers using technologies that meet their requirements
Support disaster recovery solutions
Remote access solution support: VPN, Terminal Services, and Citrix
Monitor the remote monitoring and management system alerts and notifications and respond accordingly through service tickets
Document maintenance for all computer systems and network infrastructure
Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, or agreed outages
Improve customer service, perception, and satisfaction
Escalate service or project issues that cannot be completed within agreed service levels
Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals
Document internal processes and procedures related to duties and responsibilities
Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry
Assist with projects as needs dictate and drive completion of deliverables on his/her own as needed
Also responsible for assisting in the maintenance of the design and integrity of the internal systems, including customer-facing hosted and cloud environments
Qualification
Required
Provide IT support relating to issues with internal systems and network infrastructure
Support services for Microsoft-related technologies: Windows Server, Exchange, SQL, SharePoint, etc
Support services for virtualization technologies: VMware, Citrix, and Microsoft
Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security
Administer hosted and cloud solutions for customers using technologies that meet their requirements
Support disaster recovery solutions
Remote access solution support: VPN, Terminal Services, and Citrix
Monitor the remote monitoring and management system alerts and notifications and respond accordingly through service tickets
Document maintenance for all computer systems and network infrastructure
Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, or agreed outages
Improve customer service, perception, and satisfaction
Escalate service or project issues that cannot be completed within agreed service levels
Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals
Document internal processes and procedures related to duties and responsibilities
Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry
Assist with projects as needs dictate and drive completion of deliverables on his/her own as needed
Also responsible for assisting in the maintenance of the design and integrity of the internal systems, including customer-facing hosted and cloud environments
Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, SonicWall CSSA, ConnectWise CCPA, LabTech LTCP, Cisco CCNA, or VMware VCP
Interpersonal skills: such as telephony skills, communication skills, active listening, and customer care
Diagnosis skills of technical issues
Ability to multi-task and adapt to changes quickly
Technical awareness: an ability to match resources to technical issues appropriately
Service awareness of all organization's key IT services for which support is being provided
Understanding of support tools, techniques, and how technology is used to provide IT services
Typing skills to ensure quick and accurate entry of service requests
Benefits
401K with company match
Mobile phone reimbursement
Health, vision, and dental benefits included
Mileage reimbursement
Performance-based incentives
Generous bonus levels
Full on the job training & support
Fun working environment and culture
Great opportunity for advancement
PTO
Company
L7 Solutions
L7 Solutions has been serving the South Florida area since 2001, providing IT Support such as technical helpdesk support, computer support and consulting to small and medium-sized businesses.
Founded in 2004
11-50 employees
Funding
Current Stage
Early StageTotal Funding
unknown2015-12-03Acquired
Company data provided by crunchbase