T2 Escalation Technician

Job Description

Job Description

T2 Escalation Technician

Location: Bismarck, ND Job Type: Full-Time | On-Site | Monday–Friday | On call

Direct Supervisor: Service Manager

About Advanced Business Methods (ABM)

Advanced Business Methods (ABM) is a leading provider of office technology solutions, helping businesses streamline workflows, improve productivity, and manage their document environments. As an employee-owned company (ESOP), ABM fosters a collaborative, team-oriented culture where employees are invested in the company's success and growth. We are committed to delivering exceptional customer service and building long-term relationships with our clients and communities.

Position Summary

The T2 Escalation Technician provides advanced technical support by resolving complex hardware, software, and network issues. This role manages escalated Level 2 tickets, collaborates with Level 3 resources, and ensures timely resolution in accordance with SLAs. The position requires strong troubleshooting skills, effective client communication, and a proactive approach to maintaining system performance and customer satisfaction.

Key Responsibilities

• Provide advanced technical support for hardware, software, and network-related issues
• Diagnose and resolve escalated Level 2 support tickets; escalate to Level 3 as needed
• Deliver both onsite and remote support to clients
• Communicate clearly and professionally to understand and resolve client technical concerns
• Maintain accurate and detailed documentation of client configurations, procedures, and resolutions
• Mentor and support Level 1 technicians by sharing knowledge, improving technical skills, and promoting team development
• Monitor client environments for performance and security issues; take proactive corrective actions
• Collaborate with Level 1 and Level 3 teams to resolve complex technical issues
• Stay current on emerging technologies, tools, and industry best practices
• Ensure a high level of customer satisfaction through responsive and professional service delivery

Qualifications

• High School Diploma or equivalent
• Minimum of 3 years of experience in IT support or a related role
• Hands-on experience supporting Windows and Mac operating systems
• Experience working with remote support tools and ticketing systems
• Familiarity with ITIL or similar IT service management frameworks
• Relevant certifications preferred (CompTIA A+, Network+, Microsoft certifications)

Skills & Competencies

• Strong technical troubleshooting across operating systems, hardware, and software
• Ability to diagnose and resolve network-related issues
• Excellent problem-solving skills with a proactive, solution-oriented approach
• Strong communication and interpersonal skills with a customer-first mindset
• Ability to explain technical concepts clearly to non-technical users
• High level of organization and attention to detail in documentation
• Ability to manage multiple priorities in a fast-paced environment
• Strong collaboration skills and willingness to mentor team members
• Professionalism and commitment to delivering exceptional customer service

Physical & Work Requirements

• Ability to work at a desk using a computer, keyboard, and phone for extended periods (up to 8 hours daily)
• Ability to communicate effectively including clear vision and hearing, with or without reasonable accommodation.
• Occasional standing, walking, bending, or reaching within an office environment.
• Frequent use of hands and fingers for typing, data entry, and operating office equipment.

Benefits Include

• 401(k) with employer match
• Medical, Dental, and Vision insurance
• Paid Time Off (PTO)
• Parental Leave
• Employee Stock Ownership Plan (ESOP)
• Flexible Spending Account (FSA) / Health Savings Account (HSA)
• Life and AD&D Insurance
• Short-Term Disability and supplemental coverage options

Equal Employment Opportunity (EEO) Statement

Advanced Business Methods is an Equal Opportunity Employer. We are committed to creating an inclusive environment for all employees and applicants and do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, veteran status, or any other protected characteristic in accordance with applicable laws.