Qureos Mentor

Nexus IT Inc

<div>Description:
<p><b>
Location: </b>Salt Lake City, UT / Hybrid</p><p><b>
Department: </b>Escalations Team</p><p><b>
Reports To:</b> Tier 2 Support Team Lead</p><p><b>
Employment Type: </b>Full-Time, Exempt</p><p><b>
Compensation: </b>$60K - $75K annually (commensurate with experience and education)</p><h2 class="jobSectionHeader"><b>
Purpose of the Role</b></h2><p>
The Tier 2 Escalations Technician handles complex support tickets escalated from the Tier 1 Service Desk team. The role focuses on resolving difficult technical issues that require advanced troubleshooting, working both remotely and on-site as needed to ensure timely resolution and strong client relationships. Tier 2 technicians serve as the critical bridge between front-line support and senior engineering resources.</p><h2 class="jobSectionHeader"><b>
How You Create Value</b></h2><p>
You create value by providing advanced troubleshooting and resolution for complex technical issues that exceed Tier 1 capabilities, reducing escalation frequency to Tier 3, and ensuring a high level of client satisfaction. Your proactive and collaborative approach supports the team in handling difficult tickets efficiently, preventing long-term open cases, and improving the overall client experience.</p><h2 class="jobSectionHeader"><b>
Key Responsibilities</b></h2><ul><li>
Resolve escalated technical issues requiring intermediate-to-advanced troubleshooting, working closely with Tier 1 Service Desk and other internal teams.</li><li>
Provide on-site support when necessary, ensuring all escalated issues are handled effectively and promptly.</li><li>
Ensure escalated tickets are resolved within agreed SLA, with a focus on resolution times and preventing extended delays.</li><li>
Act as an escalation path for Tier 1 technicians, providing mentorship and guidance on complex issues.</li><li>
Collaborate with the NOC and other teams to ensure client systems remain healthy, secure, and up to date.</li><li>
Document resolutions thoroughly and share knowledge with team members to prevent repeat incidents.</li><li>
ake ownership of client issues, acting as a senior point of contact to ensure client expectations are met or exceeded.</li><li>
Participate in on-call rotations for one week at a time, typically 4&ndash;5 times per year per technician, to provide after-hours support for escalated incidents and critical issues.</li><li>
Utilize CRM, ticketing systems, and BI dashboards to track service metrics (CSAT, NPS) and support delivery of high-quality services .</li></ul><h2 class="jobSectionHeader"><b>
What Success Looks Like</b></h2><ul><li>
Escalated tickets are resolved within SLA without requiring Tier 3 intervention.</li><li>
Client satisfaction scores reflect consistent, high-quality service delivery.</li><li>
Documentation of resolutions is thorough, reducing repeat incidents across the team.</li><li>
On-call rotations are covered reliably and escalations are handled with urgency and professionalism.</li><li>
Tier 1 technicians receive effective mentorship and timely guidance on complex issues.</li><li>
Strong collaboration with Service Desk, NOC, and Field Services teams.</li></ul><h2 class="jobSectionHeader"><b>
Skills &amp; Attributes</b></h2><ul><li><b>
Advanced networking troubleshooting. </b>In-depth knowledge of network infrastructure, firewalls, routers, and switches, with a focus on Layer 2 and 3 networking issues.</li><li><b>
Windows Server proficiency. </b>Experience diagnosing and resolving issues related to Active Directory, DNS, DHCP, and file-sharing services.</li><li><b>
Virtualization expertise. </b>Hands-on experience with Hyper-V and VMware, managing and troubleshooting virtual environments.</li><li><b>
Backup and disaster recovery knowledge. </b>Familiarity with BDR solutions and troubleshooting backup issues to ensure data integrity.</li><li><b>
Security and firewall configuration. </b>Experience with firewall configurations and security protocols, including identifying and mitigating security risks.</li><li><b>
Cloud platform familiarity. </b>Working knowledge of Microsoft Azure and other cloud environments to handle escalated cloud service issues.</li><li><b>
Microsoft 365 expertise. </b>Advanced troubleshooting across M365 services, including Exchange Online, SharePoint, and OneDrive.</li><li><b>
Communication. </b>Demonstrated ability to proactively manage client expectations and collaborate effectively with internal teams under pressure.</li></ul><h2 class="jobSectionHeader"><b>
Working Conditions</b></h2><ul><li>
Professional office environment (Hybrid eligible).</li><li>
Participation in on-call rotations is required to address after-hours escalations and urgent client issues.</li><li>
May require on-site client support depending on client needs.</li><li>
Reasonable accommodations will be made to enable individuals with disabilities to perform essential functions.</li></ul><p><i>
The statements above are intended to describe the general nature and level of work being performed by people assigned to this job. Other duties may be assigned as needed.</i></p>
Requirements:
<h2 class="jobSectionHeader"><b>Experience &amp; Education</b></h2><ul><li>
2+ years of experience in IT support, with a focus on troubleshooting complex technical issues.</li><li>
At least two of the following certifications (or equivalent) are required: A+, Server+, Net+, Security+, Linux+, Microsoft Certified: Microsoft 365 Administrator Associate (MS-101).</li><li>
Additional certifications such as Security+, Microsoft AZ-800, Cisco CCNA, or CySA+ are highly desired.</li><li>
Strong familiarity with M365 administration, virtualization technologies, and network troubleshooting.</li><li>
Nexus IT offers 2 hours per week of paid company time for certification training and clear career progression paths based on skill development.</li><li>
Bachelor&rsquo;s degree in Information Technology or a related field preferred but not required.</li><li>
Excellent communication and interpersonal skills, with the ability to work effectively with clients and internal teams.</li></ul></div>

IT Escalations Technician (Tier 2)

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Nexus IT Inc

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IT Escalations Technician (Tier 2)