IT Escalations Technician (Tier 2)

About the role

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.

Key Responsibilities

• Provide on-site support when necessary, ensuring all escalated issues are handled effectively and promptly.
• Ensure escalated tickets are resolved within agreed SLA, with a focus on resolution times and preventing extended delays.
• Act as an escalation path for Tier 1 technicians, providing mentorship and guidance on complex issues.
• Collaborate with the NOC and other teams to ensure client systems remain healthy, secure, and up to date.
• Document resolutions thoroughly and share knowledge with team members to prevent repeat incidents.
• Acknowledge ownership of client issues, acting as a senior point of contact to ensure client expectations are met or exceeded.
• Participate in on-call rotations for one week at a time, typically 4–5 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 delivery of high-quality services.

What Success Looks Like

• Escalated tickets are resolved within SLA without requiring Tier 3 intervention.
• Client satisfaction scores reflect consistent, high-quality service delivery.
• Documentation of resolutions is thorough, reducing repeat incidents across the team.
• On-call rotations are covered reliably and escalations are handled with urgency and professionalism.
• Tier 1 technicians receive effective mentorship and timely guidance on complex issues.
• Strong collaboration with Service Desk, NOC, and Field Services teams.

Skills & Attributes

• Advanced networking troubleshooting.
• In-depth knowledge of network infrastructure, firewalls, routers, and switches, with a focus on Layer 2 and 3 networking issues.
• Windows Server proficiency.
• Experience diagnosing and resolving issues related to Active Directory, DNS, DHCP, and file-sharing services.
• Virtualization expertise.
• Hands-on experience with Hyper-V and VMware, managing and troubleshooting virtual environments.
• Backup and disaster recovery knowledge.
• Familiarity with BDR solutions and troubleshooting backup issues to ensure data integrity.
• Security and firewall configuration.
• Experience with firewall configurations and security protocols, including identifying and mitigating security risks.
• Cloud platform familiarity.
• Working knowledge of Microsoft Azure and other cloud environments to handle escalated cloud service issues.
• Microsoft 365 expertise.
• Advanced troubleshooting across M365 services, including Exchange Online, SharePoint, and OneDrive.
• Communication.
• Demonstrated ability to proactively manage client expectations and collaborate effectively with internal teams under pressure.

Requirements

• 2+ years of experience in IT support, with a focus on troubleshooting complex technical issues.
• At least two of the following certifications (or equivalent) are required: A+, Server+, Net+, Security+, Linux+, Microsoft Certified: Microsoft 365 Administrator Associate (MS-101).
• Additional certifications such as Security+, Microsoft AZ-800, Cisco CCNA, or CySA+ are highly desired.
• Strong familiarity with M365 administration, virtualization technologies, and network troubleshooting.
• Nexus IT offers 2 hours per week of paid company time for certification training and clear career progression paths based on skill development.
• Bachelor’s degree in Information Technology or a related field preferred but not required.
• Excellent communication and interpersonal skills, with the ability to work effectively with clients and internal teams.