IT Support Escalation

L7 Solutions offers an escalation-focused IT support role in Fort Lauderdale, FL (onsite), with a $55,000 to $65,000 compensation range based on experience and qualifications. You will work in a team environment supported by full on-the-job training, a fun working culture, and clear opportunities for advancement.

Beyond competitive pay, this position includes 401K with company match, health, vision, and dental benefits, PTO, mileage reimbursement, and mobile phone reimbursement. You will also be eligible for performance-based incentives and generous bonus levels.

Responsibilities

• Serve as an escalation point for complex IT issues and troubleshoot problems affecting internal systems and network infrastructure.
• Provide support for Microsoft technologies including Windows Server, Exchange, SQL, and SharePoint.
• Support virtualization technologies such as VMware, Citrix, and Microsoft.
• Deliver network-level technical support for WAN and LAN connectivity, including routers, firewalls, and security.
• Administer hosted and cloud solutions for customers and align delivery to customer requirements.
• Support disaster recovery solutions.
• Handle remote access solution support, including VPN, Terminal Services, and Citrix.
• Monitor remote monitoring and management alerts and respond using service tickets as notifications arrive.
• Maintain documentation for computer systems and network infrastructure, including internal processes and procedures.
• Communicate with customers as needed by updating incident progress, notifying them of impending changes, or coordinating agreed outages.
• Work to improve customer service, perception, and satisfaction throughout the support lifecycle.
• Escalate service or project items that cannot be completed within agreed service levels.
• Apply business awareness by understanding the customer and how IT connects to their business strategy and goals.
• Stay up to date by reviewing IT publications and online materials covering current and future technologies.
• Assist with projects as needs dictate and drive completion of deliverables.
• Maintain the design and integrity of internal systems, including customer-facing hosted and cloud environments.

Requirements

• Professional IT certifications, such as Microsoft MCP/MCSA/MCSE, Citrix CCEA/CCIA, SonicWall CSSA, ConnectWise CCPA, LabTech LTCP, Cisco CCNA, or VMware VCP.
• Interpersonal skills including telephony, communication, active listening, and customer care.
• Strong diagnosis skills for technical issues.
• Ability to multi-task and adapt quickly to changes.
• Technical awareness to match resources to technical issues appropriately.
• Service awareness of key organization IT services supported by the role.
• Understanding of support tools and techniques and how technology is used to provide IT services.
• Typing skills to ensure quick and accurate entry of service requests.