Position: Escalations Technician

Location: Salt Lake City, UT

Department: Escalations Team

Reports To: Front Line Service POD Team Lead (TL)

Salary/Pay: $70K - $105K / Year - Commensurate with experience and education 

FLSA Status: Full-Time, Exempt

About the Company: Nexus IT is celebrating 26 years as a premier Managed IT, Cybersecurity, and Cloud Services provider, that feeds the technology demands and network needs of small and medium- sized businesses in the Northern Utah market and beyond. Each of us makes up a brilliant team of dedicated intellectuals, with every role serving an absolute purpose. We are looking for people who will be part of our team and embrace our core values and culture.

Our Vision

To be recognized as a Top Ten MSSP for SMBs in the US by elevating the IT experience and setting the gold standard for outsourced IT and Cybersecurity Services.

Our 4-Fold Mission

Our purpose is to elevate the IT experience for our stakeholders. We do this by:

1. Providing our client-partners with state of the art, world-class support, solutions, and cybersecurity.

2. Providing Cyber and Tech Pros a work environment where they can thrive and do the best, most meaningful work of their careers.

3. Building a high-trust, high performance organization that delivers superior outcomes, and exceptional employee and customer experiences by living our core values.

4. Supporting our community – we serve a greater purpose and embrace the ideal “A rising tide lifts all ships”.

Our Core Values

• Extraordinary Client Solutions & Security - We prioritize and manage competing demands and will challenge one another openly and candidly to ensure our clients experience the best IT support and cyber security in our industry. 
• Absolute Ownership - No excuses. No reality distortions. We take full responsibility for setting standards of excellence, communicating expectations and the “why” behind objectives, and holding ourselves accountable for results. 
• Financial Stewardship - We are committed to ethical, efficient, and responsible financial decision-making and use of organizational resources.
• Assume Positive Intent - As a people first organization that embraces humbleness, fairness, and compassion we always assume that a person meant well or was doing their best, giving them “the benefit of the doubt” where it is due. 
• Culture of Inclusion - We want the full spectrum of talent in our team. Inviting every perspective strengthens our diversity of thought, innovation, decision making, and opportunity to attract the best talent.
• Outwit & Outgrit - We succeed by being more curious, thinking smarter and digging deeper to find the best solutions. Then executing those solutions with courage, determination, and earnest collaboration across the organization. 
• Growth Mindset - We enable the growth and learning of every team member by embracing a mindset of “not yet”, and empowering people to share information, collaborate across teams, seek feedback, and take appropriate risks.  

What We Offer:

• Competitive salary based on experience.
• Comprehensive benefits and perks package including medical, dental, vision, life, long-term and short-term disability, mental health wellness programs/apps, telemedicine, prescription discounts, retirement programs, etc.
• PTO Bank Program.
• Comprehensive programs based on the company meeting financial targets.
• Career growth and professional development opportunities.
• Abundance-minded, fun, fulfilling culture.

Purpose of the Role:

The Escalations Technician is responsible for handling more complex support tickets that have been escalated from the Service Desk team. The role focuses on solving difficult technical issues, working both remotely and on-site as needed, to ensure timely resolution of escalated tickets and maintaining strong client relationships.

How You Create Value:

You create value by providing expert-level troubleshooting and resolution for complex technical issues, ensuring a high level of client satisfaction and reducing the backlog of difficult tickets. Your proactive and collaborative approach supports the Escalations team in handling tough tickets quickly, preventing long-term open cases, and improving the overall client experience.

Essential Duties and Responsibilities:

• Resolve escalated technical issues that require advanced troubleshooting skills, working closely with the Service Desk and other internal teams.
• Provide on-site support when necessary, ensuring that all escalated issues are handled effectively and promptly.
• Ensure that escalated tickets are resolved within the agreed SLA, focusing on resolution times to prevent extended delays.
• Collaborate with the NOC and other teams to ensure that client systems remain healthy, secure, and up to date.
• Assist in documenting resolutions and sharing knowledge with other team members to prevent repeat issues.
• Take ownership of client issues, acting as the senior point of contact to ensure that client expectations are met or exceeded.
• Participate in on-call rotations for 1 week at a time, typically 4 to 5 times per year per technician, to provide after-hours support for escalated incidents and critical issues.
• Utilize CRM, ticketing systems, and BI dashboards to track service metrics (CSAT, NPS) and support the delivery of high-quality services.

Key Technical Skills and Responsibilities:

• Advanced networking troubleshooting: In-depth knowledge of network infrastructure, firewalls, routers, and switches, with a focus on Layer 2 and 3 networking issues.
• Proficiency with Windows Server environments: Experience in diagnosing and resolving issues related to Active Directory, DNS, DHCP, and file-sharing services.
• Virtualization technologies: Experience working with Hyper-V and VMware, managing and troubleshooting virtual environments.
• Backup and disaster recovery: Knowledge of BDR solutions and troubleshooting backup issues to ensure data integrity.
• Experience with firewall configurations and security protocols, identifying and mitigating security risks.
• Cloud platforms: Familiarity with Microsoft Azure and other cloud environments, handling escalated cloud service issues.
• Microsoft 365: Advanced troubleshooting in M365 services, including Exchange Online, SharePoint, and OneDrive.
• Incident escalation and collaboration with other teams for quick resolution of critical or security-related issues.

Working Conditions:

• Professional office environment.
• Participation in on-call rotations is required to address after-hours escalations and urgent client issues.
• May require on-site support depending on client needs.
• Reasonable accommodations may be provided to enable individuals with disabilities to perform the essential functions.

The statements above are intended to describe the general nature and level of work being performed by people assigned to this job. Other duties may be assigned as needed or required.

Experience and Education:

• 2+ years of experience in IT support, with a focus on troubleshooting complex technical issues.
• At least three of the following certifications (or equivalent certifications/skills) are required: A+, Server+, NET+, Security+, Linux+.
• Additional certifications such as Microsoft Certified Professional (MCP), Cisco CCNA, or CISSP are highly desired.
• Strong familiarity with M365 administration, virtualization technologies, and network troubleshooting.
• We offer 2 hours per week of paid company time for certification training and clear career progression paths based on skill development and certifications.
• Bachelor’s degree in IT or a related field is preferred but not required.
• Excellent communication and interpersonal skills, with the ability to work effectively with clients and internal teams.