Escalation Support Specialist
Current Frost employees must apply using the Careers application in Workday (not through this site)
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