IT Support Escalation Specialist

1 week ago


Raleigh, North Carolina, United States Surya Technologies, Inc. Full time
Job Summary

We are seeking a seasoned IT Support Escalation Engineer to join our team at Surya Technologies, Inc. This is an exciting opportunity for a skilled professional with extensive experience in cloud platforms and IT system administration to drive the integration of ITIL practices into our workflows.

This role demands a balance of technical proficiency and strategic thinking as you will be responsible for both day-to-day management of escalations and enhancing triage protocols. Your expertise will improve internal technical operations and support our global expansion efforts by ensuring a seamless, efficient IT infrastructure.

In this role, you will:

  • Leverage extensive expertise in cloud platforms including Office365, Azure, AWS; premise platforms such as VMWARE, Hyper-V; and operating systems such as Windows desktop, Windows server, Mac OS, and Linux.
  • Serve as a strong communicator and liaison between technical teams, including Tier 1 support and IT engineering, to facilitate better understanding and cooperation.
  • Mentor service desk team members and enhance their proficiency, possibly through tailored training sessions and development programs.
  • Demonstrate deep knowledge in access management, application support, systems integration, and AV support, managing complex technical issues effectively.

You might thrive in this role if you have a strong understanding of identity providers (IDP) like Azure, mobile device management (MDM) systems such as Jamf and Intune, and are proficient in administering a wide range of SaaS applications.

The estimated salary for this position is $110,000-$140,000 per year, depending on location and experience.



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