[Hiring] Client Services - Escalations @Shield

Role Description

Acting as a senior point of resolution for issues beyond frontline Helpdesk scope, you'll respond to technical requests in person (where applicable), by phone, or electronically taking ownership of escalated incidents through to resolution while supporting and developing junior team members.

Key Responsibilities

• 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 in a timely and effective manner.
• 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 accurately within the designated support systems.
• Escalate unresolved, high-impact, or specialized issues to the appropriate teams in accordance with established procedures.
• Provide users and stakeholders with clear, professional updates throughout the lifecycle of each support request.
• Assist in root cause analysis for recurring issues and share recommendations that improve service quality and operational efficiency.
• Participate in and adhere to all standard operating procedures, service standards, and departmental policies.
• Support and mentor junior Helpdesk staff by sharing knowledge, reinforcing best practices, and assisting with more challenging issues as needed.

Day-to-Day Expectations

On a typical day, this role involves monitoring escalated support requests, troubleshooting advanced technical issues, and coordinating with internal teams or client contacts to move incidents toward resolution. You will gather relevant details, analyze problems methodically, document actions taken, communicate status updates clearly, and ensure each issue is followed through to completion or properly escalated further when necessary. Success in this role requires balancing urgency with accuracy, maintaining professionalism in every interaction, and contributing to a dependable support experience that reflects the standards of the Client Services team.

Skills, Knowledge & Expertise

• 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.

Ideal Candidate

The ideal candidate will bring 5+ years of experience in helpdesk, desktop support, escalation support, or technical support environments, with a demonstrated ability to troubleshoot hardware and software effectively. This individual should be comfortable working directly with end users, client IT contacts, and internal support teams while managing multiple priorities and maintaining a service-oriented approach in a fast-paced setting. Relevant industry certifications are a plus.