Escalation Support Specialist at Frost Bank (San Antonio, TX)

| San Antonio, TX
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Job Description

As an Escalation Support Specialist with Frost, you will be responsible for responding to, providing root cause analysis for, and escalating IT tickets and user issues. Responsibilities will include responding to and troubleshooting IT tickets and user issues escalated through the IT Help Desk; performing root cause analysis and establishing return to service for well-understood and routine tickets including user personalization errors; checking and monitoring server and router health to prevent major incidents; communicating new incident resolution strategies to the Help Desk for more efficient incident resolution in the future; and assisting the appropriate team in establishing return to service. The candidate will perform root cause analysis for and escalate complex tickets to the appropriate IT team, including major incident management for servers at the branches.

Required:
  • 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


Preferred:
  • Bachelor's degree in Information Technology or in a related field
  • Experience with Ironport, Identity Service Engine (ISE), Solarwinds, and/or CISCO troubleshooting tools
More Information on Frost Bank
Frost Bank operates in the Fintech industry. The company is located in San Antonio, TX. Frost Bank was founded in 2022. It has 3107 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability Insurance, Dental Benefits, Vision Benefits, Health Insurance Benefits and Life Insurance. To see all 26 open jobs at Frost Bank, click here.
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