L3 Support Escalation Specialist

SUMMARY

As a Senior Support Specialist you are the technical anchor of your support pod. You resolve the toughest tickets take escalations from Support and Phone Specialists and mentor the team all while carrying your own queue and keeping members happy.

You are the person teammates turn to when they are stuck and the one who turns a hard fix into a knowledge-based article so nobody has to solve it from scratch again.

JOB RESPONSIBILITIES

• Resolve the pods most complex tickets across endpoints identity networking and cloud.
  
• Take escalations from Support and Phone Specialists and see them through.
  
• Mentor and coach less-experienced specialists on troubleshooting and quality.
  
• Author and maintain knowledge-based articles in IT Glue from recurring fixes.
  
• Escalate cleanly to Systems Administrators and the Chief Technology Advisor when needed with full
  
• context.
  
• Maintain high CSAT and first-contact resolution on advanced issues.
  
• Partner with TAMs on member-specific context and recurring problems.
  

QUALIFICATIONS

• 5 years in IT support with demonstrated depth across common MSP technologies.
  
• Strong independent troubleshooting and a bias toward proper documented fixes.
  
• A helpful patient style with teammates and members.
  
• Clear technical writing for knowledge articles.
  
• Reliability under a busy queue.
  
• A natural fit with our Core Values: balanced passion for our Company Colleagues and Clients; empathy; accountability; consistent friendly communication; and a learning mindset.
  

Nice to have:

• Certifications (CompTIA Microsoft networking) and MSP experience.
  
• Familiarity with Halo PSA NinjaOne and IT Glue.
  
• Experience serving nonprofits.
  

Tools youll use:

• Halo PSA NinjaOne RMM and backups Google Workspace admin IT Glue Dialpad Datto and Slide BCDR
  
• password managers and Strety with AI assistants (Gemini and Claude) part of how we work.
  

JOB REQUIREMENTS

• Should be willing to accept a long-term work-from-home arrangement.
  
• Should be amenable to a permanent night shift schedule.