Support Escalation Specialist

About us

RoundTable Technology is a growing IT company offering premier managed IT services to nonprofits. We are headquartered in Frisco, Texas, with offices and staff in Maine, New York City, Connecticut, and the Philippines. 

Wanted: Customer Focused Support Escalation Specialist

Are you a customer service-oriented team player with a passion for technology who knows how to communicate effectively, demonstrate confidence and make customers feel that no matter what, we will find a way to solve their problems? Do you look forward to the next opportunity to solve a problem? Are you passionate about security and data protection?

For the customer-focused specialist who said “yes” to all of these questions, we’d like to meet you.

We are a small, fast-growing Managed Services Provider that needs an IT Professional to join a team of specialists who service small to medium-sized businesses in Maine, Dallas-Fort Worth, Texas, New York, NY area, and occasionally Stamford, Connecticut locations. Ideal Candidates would have several years of work experience with an MSP, providing Level 3 support, with knowledge across a wide range of networking technologies. This is a Tier 3 Position, and applicants should have a minimum of 5+ years of experience. 

Our team consists of a mobile workforce working remotely from home, providing support to our clients.

In this position, you will work with a fantastic group of specialists who are committed to continuous improvement and learning. We share our knowledge to grow the team and expand our expertise. We are one of the most successful MSPs in our target space and have an excellent reputation and client base. If you enjoy a culture of customer service, collaboration, and learning, you will find our organization to be a thrilling opportunity and a wonderful place to call home.

Role Overview

In this role, you will play a crucial part in ensuring the smooth operation and optimal performance of our clients' IT systems. You will be responsible for providing advanced technical support, resolving complex issues, and offering expert guidance to our clients and the IT support team. With your in-depth knowledge and problem-solving skills, you will lead efforts to enhance IT processes, implement best practices, and deliver top-notch customer service.

Primary Responsibilities

  • Technical Support and Troubleshooting:

    • Provide technical support to clients via phone, email, and remote desktop tools.

    • Troubleshoot issues related to software, hardware, and networking.

    • Document all client interactions in RTT’s ticketing system.

    • Work on complex issues as an escalation specialist as needed.

    • Keep up-to-date with the latest technology trends and industry best practices.

    • Participate in on-call rotation for after-hours support.

  • Project Implementation and Deployments

    • Assist with Presales and Scoping of project work

    • Work with Project Coordinators in scheduling and communications

    • Execute project tasks outlined in the statement of work

    • Provide updates and establish the next steps

    • Knowledge of migrations and implementations a plus.

        1. M365 and Google Workspace
        2. SharePoint
        3. Intune and Entra
        4. JumpCloud and/or Mosyle, Jamf
        5. Okta
        6. Duo

  • Support Team Operations:

    • Participate in Support Team meetings.

    • Collaboration and coaching with other Support Desk Specialists (meetings, slack huddles, phone calls) to share technology solutions and best practices.

    • Help maintain and expand Support Team documentation/knowledge base.

    • Collaborate with vendors and third-party providers to resolve escalated technical issues.

  • Collaboration and Communication:

    • Collaborate with cross-functional teams, including Customer Success Managers, Strategic Services, Technical Operations, and Cybersecurity teams, to ensure seamless support of client networks and endpoints.

    • Communicate project status, risks, and issues to client stakeholders and internal teams, providing regular updates and ensuring expectations are managed.

    • Serve as the primary technical point of contact for clients and internal teams, providing guidance and recommendations.

    • Stay up-to-date with industry trends and emerging technologies related to networking, hardware, and cybersecurity.

    • Demonstrate a learning mindset and a commitment to personal growth and development by seeking out training opportunities and actively learning.

    • Actively participate in RTT’s culture, including demonstrating and modeling our core values.

Qualifications

  • Bachelor's degree in Computer Science, Information Technology, or a related field. Equivalent work experience will be considered.

  • Proven experience (5+ years) in providing IT support and troubleshooting, preferably in a client-facing or managed services environment across a variety of hardware, software, and networking topics, including but not limited to:

    • On Premise and Hosted Mail Solutions (Exchange / Google / O365)

    • Server Environments (Windows and Mac Server)

    • Active Directory, O365 Administration, Azure AD & ADSync

    • Cloud File Sharing Solutions such as SharePoint, Dropbox, and Google Drive

    • Workstation operating systems (Windows, MacOS, iOS, ChromeOS)

    • Anti-virus & Anti-malware solutions

    • Backup solutions and applications (Datto, Veeam, etc.)

    • Disaster recovery solutions

    • Encryption technologies (Bitlocker, File Vault, etc.)

    • Desktop applications

    • Printers/Copiers/Scanners

    • Remote desktop support

    • VoIP and PBX phone systems - Soft and Hardware Phones

  • Excellent analytical and problem-solving skills, with the ability to quickly identify root causes and implement effective solutions.

  • Effective communication skills, with the ability to explain technical concepts to both technical and non-technical stakeholders.

  • Strong leadership and coaching skills, with the ability to guide and support junior team members.

  • Ability to work independently and as part of a team, prioritize tasks, and manage multiple projects simultaneously.

  • Strong customer service orientation and a commitment to delivering high-quality solutions.

  • Certifications such as CompTIA A+, Network+, Microsoft Certified Solutions Associate (MCSA), or similar qualifications are a plus.

Schedule

  • This is a salaried position with general hours of 40-45 hours per week, with occasional after-hours and weekend work as required.

  • On-call after-hours rotation as required.

Location

  • Applicants' home location must be located in one of the following regions:

    • New England

    • NYC Metro Area, New York

    • Dallas/Fort Worth, Texas

Support Escalation Specialist Benefits:

  • Salary Range: $85,000- $120,000, dependent on experience and skills

  • Health/Dental Insurance

  • Long & Short-Term Disability

  • Life Insurance

  • 401k with Matching (available after 1 year of employment)

  • Reimbursement for professional development and training

  • PTO days & Holidays

Success in this role will be rewarded with a competitive salary and generous benefits package.

How to Apply

Please submit a thoughtful cover letter and resume to growsupport@roundtabletechnology.com.

RTT is an Equal Opportunity Employer. All employment decisions shall be made without regard to age (40 or older), race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, pregnancy, citizenship status or any other basis as protected by federal, state, or local law. RTT is committed to providing IT employment opportunities to Women and Underrepresented Minorities in the IT industry.