Escalation Support Specialist

Job Description

It’s about having us covered end to end.

Do you like helping others understand the tools of today? Are you familiar with operating systems? Do have a passion for problem solving and helping others? If so, being an Escalation Support Specialist with Frost could be for you.

At Frost, it’s about more than a job. It’s about having a flourishing career where you can thrive, both in and out of work. At Frost, we’re committed to fostering an environment that reflects our values and encourages team members to be the best they can be. In joining our adaptable, integrity-driven team, you’ll become part of Frost’s over 150-year legacy of providing unparalleled banking services.

Who you are:

As an Escalation Support Specialist you are our first point of contact when problems arise. You’ll play an important role in responding to and providing root cause analyses for IT tickets and user issues. You’ll use your strong problem-solving skills to ensure issues are resolved and you will check and monitor server and router health to prevent major incidents. More than that, this role is about giving users the best chance to succeed with our signature all-win approach.

What you’ll do: 

• Respond to and troubleshoot IT tickets and user issues escalated through the IT Service Desk

• Perform root cause analysis and establish return to service for well-understood and routine tickets including user application and hardware errors

• Perform root cause analysis for and escalate complex tickets to the appropriate IT team, including major incident management for servers at the branches. Assist the appropriate team in establishing return to service

• Check and monitor server and router health to prevent major incidents

• Communicate new incident resolution strategies to the Service Desk for more efficient incident resolution in the future

• Always take action using Integrity, Caring, and Excellence to achieve all-win outcomes

What you’ll need:

• 3+ years of experience in IT

• Demonstrated knowledge of servers, networks, and endpoint devices 

• Excellent written and verbal communication skills 

• Proficient in Microsoft computer applications

Additional Preferred Skills:

• Bachelor’s degree in Information Technology or in a related field

• Experience with Ironport, Identity Service Engine (ISE), Solarwinds, and/or CISCO troubleshooting tools

Our Benefits:

At Frost, we care about your health, your family, and your future and strive to have our benefits reflect that. This includes:  

• Medical, dental, vision, long-term disability, and life insurance

• 401(k) matching

• Generous holiday and paid time off schedule

• Tuition reimbursement

• Extensive health and wellness programs, including our Employee Assistance Program

• Referral bonus program + more!

Since 1868, Frost has dedicated their expertise to provide exceptional banking, investment, and insurance services to businesses and individuals throughout Texas. Frost is one of the 50 largest U.S. banks by asset size and is a leader in banking customer satisfaction. At Frost, it’s about being part of something bigger. If this sounds like you, we encourage you to apply and see what’s possible at Frost.