Client Services – Escalations

Shield

. Serve as the primary escalation point for end-user issues, client IT staff, and first-line Helpdesk personnel requiring advanced technical assistance .

Posted 10/2/2026full-timeRemote • New York • United StatesMid-LevelSenior💰 $120,000 - $150,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in troubleshooting and resolving complex technical issues while providing exceptional customer service. Capable of mentoring junior staff and maintaining clear communication throughout the support process.

Highest-signal resume keywords

5+ Years Experience In Helpdesk SupportAdvanced Technical TroubleshootingCustomer Service SkillsDocumentation And Incident ManagementKnowledge Of Operating Systems And Networking

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Troubleshooting Hardware IssuesTroubleshooting Software IssuesConnectivity Issue ResolutionApplication SupportDesktop And Server Operating SystemsSaaS ApplicationsNetworking KnowledgeAccount Access ManagementRoot Cause AnalysisIncident Documentation

Soft Skills

Interpersonal SkillsCommunication SkillsOrganizational SkillsAttention To DetailAbility To Prioritize

Tools & Technologies

Ticketing SystemsBusiness ApplicationsPrintersMobile DevicesSupport Systems

Industry Keywords

Technical SupportEscalation SupportHelpdeskDesktop SupportService Standards

About the role

Key responsibilities & impact

Serve as the primary escalation point for end-user issues, client IT staff, and first-line Helpdesk personnel requiring advanced technical assistance
Respond to escalated incidents and service requests through phone, email, ticketing systems, and direct support interactions
Troubleshoot and resolve intermediate to advanced hardware, software, connectivity, account access, and application-related issues
Maintain end-to-end ownership of escalated support requests, ensuring timely follow-up, clear communication, and appropriate resolution
Document incidents, troubleshooting steps, resolutions, and client interactions in designated support systems
Escalate unresolved, high-impact, or specialized issues to appropriate teams
Provide clear, professional updates throughout each support request
Assist with root cause analysis for recurring issues and recommend service-quality and operational-efficiency improvements
Follow standard operating procedures, service standards, and departmental policies
Support and mentor junior Helpdesk staff
Monitor escalated support requests, troubleshoot advanced technical issues, and coordinate with internal teams or client contacts
Gather relevant details, analyze problems, document actions, communicate status updates, and follow issues through to completion or further escalation

Requirements

What you’ll need

5+ years of experience in helpdesk, desktop support, escalation support, or technical support environments
Strong customer service, interpersonal, and communication skills
Ability to diagnose and resolve complex technical issues efficiently and accurately
Working knowledge of desktop and server operating systems, business applications, printers, mobile devices, server hardware, SaaS applications, and networking
Ability to explain technical concepts clearly to non-technical users and stakeholders
Strong organizational skills and attention to detail in documenting incidents, escalations, and resolutions
Ability to prioritize multiple issues and work effectively in a fast-paced support environment
Commitment to following procedures, maintaining professionalism, and delivering a high-quality client support experience
Relevant industry certifications are a plus