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IT Support Escalation

April 25, 2026

IT Support Escalation – Solve Complex IT Challenges at L7 Solutions!

L7 Solutions, a leader in IT and cybersecurity, is seeking an experienced IT Support Escalation to handle advanced technical issues and provide top-tier support. In this role, you'll troubleshoot complex problems, assist frontline technicians, and ensure seamless IT operations for our clients.

✔ Competitive Pay + Career Growth Opportunities
✔ Work with Advanced IT & Cybersecurity Solutions
✔ Collaborative, Fast-Paced Environment

If you're a skilled IT professional ready to take on challenging support cases, apply today!

As a member of our team, you will be responsible for providing remote and on-site support for PCs, networking equipment, servers, firewalls, and desktop software. You will also be an escalation point for difficult-to-solve issues and expected to perform a wide range of IT support tasks.

The ideal candidate should possess excellent communication skills and be willing to work with clients and staff from technical to non-technical backgrounds. You must have the ability to work in a team environment and take ownership of tasks and projects.

Basic Functions:

Provide IT support relating to issues with internal systems and network infrastructure.
Support services for Microsoft-related technologies: Windows Server, Exchange, SQL, SharePoint, etc.
Support services for virtualization technologies: VMware, Citrix, and Microsoft.
Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
Administer hosted and cloud solutions for customers using technologies that meet their requirements.
Support disaster recovery solutions.
Remote access solution support: VPN, Terminal Services, and Citrix.
Monitor the remote monitoring and management system alerts and notifications and respond accordingly through service tickets.
Document maintenance for all computer systems and network infrastructure.
Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, or agreed outages.

Additional Duties and Responsibilities:

Improve customer service, perception, and satisfaction.
Escalate service or project issues that cannot be completed within agreed service levels.
Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals.
Document internal processes and procedures related to duties and responsibilities.
Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry.
Assist with projects as needs dictate and drive completion of deliverables on his/her own as needed.
Also responsible for assisting in the maintenance of the design and integrity of the internal systems, including customer-facing hosted and cloud environments.

Knowledge, Skills, and Abilities:

Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, SonicWall CSSA, ConnectWise CCPA, LabTech LTCP, Cisco CCNA, or VMware VCP.
Interpersonal skills: such as telephony skills, communication skills, active listening, and customer care.
Diagnosis skills of technical issues.
Ability to multi-task and adapt to changes quickly.
Technical awareness: an ability to match resources to technical issues appropriately.
Service awareness of all organization’s key IT services for which support is being provided.
Understanding of support tools, techniques, and how technology is used to provide IT services.
Typing skills to ensure quick and accurate entry of service requests.

Benefits:

401K with company match
Mobile phone reimbursement
Competitive salary based on experience and qualifications
Health, vision, and dental benefits included
Mileage reimbursement
Performance-based incentives
Generous bonus levels
Full on the job training & support
Fun working environment and culture
Great opportunity for advancement
PTO

Compensation Range: $55K - $65K, depending on experience and qualifications.

Join L7 Solutions and be a part of a dynamic team that values innovation, client satisfaction, and professional growth. Apply now and lead our team to new heights!

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...