Escalation Technician

Remote•Remote

Full-timeRemoteremotejobsorg

Customer Supportremotejobs.org

About this role

The Escalation Technician role with Homefield IT is one of the lead technical members of the team, responsible for taking on high level escalations and tickets. The Service Team here is responsible for the day-to-day end user support for all our clients. This includes (but is not limited to) support of client hardware, line of business applications, network health, and business continuity. Our main goal is to provide best-in-class customer service to our clients. As the Escalation technician, you will have crucial involvement in these overall responsibilities of the Service team. Escalation Technicians Job Responsibilities

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.
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.

Posting details

Remote

Yes

Employment type

Full-time

Workplace type

Remote

Source

remotejobsorg

First seen

9/23/2026, 2:10:29 AM

Last seen

9/23/2026, 2:10:29 AM