Escalation Technician
Remote
Full Time
#Technology
#Ticketing
#Support
#Software
#Troubleshooting
We are looking for a Senior Escalation Technician to join our team on a full-time, remote basis. At Homefield IT, we pride ourselves on providing top-tier technical support to our clients. Our service team manages everything from hardware maintenance and network health to business continuity and specialized software applications. As a lead member of this group, you will play a vital role in resolving complex issues and ensuring our clients receive the highest level of service possible.
Responsibilities
- Manage high-level technical escalations by responding to requests from end users through phone and email with a professional and helpful attitude.
- Maintain detailed records in our ticketing system, ensuring that every step of the troubleshooting process, from the initial report to the final resolution, is documented accurately.
- Execute remote desktop fixes, which include tasks like software upgrades, system configurations, and implementing file backups to keep our clients running smoothly.
Requirements
Because this is a senior-level position, we are looking for someone with extensive experience in troubleshooting, ticketing systems, and software support. You should be comfortable working in a fast-paced technology environment where you can quickly learn new hardware and software tools. Proficiency in English is required to communicate effectively with our clients and team members.
What we offer
We believe in supporting our employees by offering a flexible remote work environment. This role allows you to work from anywhere while contributing to a dedicated team focused on delivering best-in-class customer service.
