Escalation Technician

Homefield IT

Escalation Technician responsible for high level escalations and end user support at Homefield IT. Providing best-in-class customer service and technical solutions for clients.

Posted 6/30/2026full-timeRemote • New York • 🇺🇸 United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Windows Server Administration, including Active Directory and Remote Desktop Services, while providing exceptional customer service and accountability in problem resolution. Proficient in networking concepts and remote desktop support, ensuring effective communication and follow-up with end users.

Highest-signal resume keywords

Windows Server AdministrationActive DirectoryRemote Desktop ServicesNetworking (VPN, DNS, DHCP, VLANs)Customer Service Focus

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Windows Server AdministrationActive DirectoryRemote Desktop ServicesNetworkingVPNDNSDHCPVLANsRemote FixesTicketing System Documentation

Soft Skills

Excellent Written CommunicationExcellent Oral CommunicationAccountabilityFlexibility

Tools & Technologies

Ticketing SystemKnowledgebase System

Industry Keywords

MSP ExperienceCustomer ServiceJob Stability

Tech Stack

Tools & technologies

DNS

About the role

Key responsibilities & impact

Field incoming escalated requests from end users via both telephone and e-mail in a courteous manner.
Document in our ticketing system all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
Prioritize and schedule problems.
Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution within our ticketing system and where appropriate our knowledgebase system.
Identify and learn appropriate software and hardware used and supported by the organization.
Perform remote fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications.
Perform post-resolution follow-ups to help requests.

Requirements

What you’ll need

At least three years of experience in Windows Server administration such as Active Directory, and Remote Desktop Services
Experience with networking including switches, wireless networks, VPNm DNS, DHCP, VLANs
Must have previous MSP experience
Focus on customer service - We are passionate about going above and beyond to provide our customers with excellent service. We expect you to be of the same mindset.
Demonstrated history of job stability – We invest a lot in our employees. We are looking for candidates who want a career, not a short-term gig.
Accountability – You are reliable and take responsibility for the tasks assigned to you.
Excellent written and oral communication skills.
Flexibility to work evenings, nights, and weekends - On occasion, we do require work outside of our standard business hours to accommodate client needs

Benefits

Comp & perks

All your information will be kept confidential according to EEO guidelines.
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