IT Support Escalation

Company: L7 Solutions
Location: Fort Lauderdale
Posted on: May 14, 2025

Job Description:

IT Support Escalation - Solve Complex IT Challenges at L7 Solutions!L7 Solutions, a leader in IT and cybersecurity, is seeking an experienced IT Support Escalation to handle advanced technical issues and provide top-tier support. In this role, you'll troubleshoot complex problems, assist frontline technicians, and ensure seamless IT operations for our clients.--- Competitive Pay + Career Growth Opportunities
--- Work with Advanced IT & Cybersecurity Solutions
--- Collaborative, Fast-Paced EnvironmentIf you're a skilled IT professional ready to take on challenging support cases, apply today!
As a member of our team, you will be responsible for providing remote and on-site support for PCs, networking equipment, servers, firewalls, and desktop software. You will also be an escalation point for difficult-to-solve issues and expected to perform a wide range of IT support tasks.The ideal candidate should possess excellent communication skills and be willing to work with clients and staff from technical to non-technical backgrounds. You must have the ability to work in a team environment and take ownership of tasks and projects.Basic Functions:

• 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.Additional Duties and Responsibilities:
  • 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.Knowledge, Skills, and Abilities:
    • 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
      • Competitive salary based on experience and qualifications
      • 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
      • PTOCompensation Range: $55K - $65K, depending on experience and qualifications.Join L7 Solutions and be a part of a dynamic team that values innovation, client satisfaction, and professional growth. Apply now and lead our team to new heights!Powered by JazzHR
        
        
        
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Keywords: L7 Solutions, Kendall , IT Support Escalation, Other , Fort Lauderdale, Florida