Hourly Wage for WHEELHOUSE IT IT Support Escalation Salary in the United States

WheelHouse IT is looking for problem solvers that share our passion for all things in technology. Have you spent time at an MSP on their helpdesk and have the confidence and skill to move to the next step? Have you already spent time as a high-level resource processing and resolving escalations? Do you have a really great home lab setup and simply love to figure things out? Apply today!  

The Support Escalation position is the bridge between the helpdesk and engineering. Having a foot in both worlds, the SE resolves challenging problems while uplifting the technicians around them. The SE also will help the Team Engineer to execute projects- so no part of the technology stack is kept from your curious minds! You will be part of a team built to operate like a miniature business, allowing you to learn the ins and outs of managed services while making a competitive salary with incredible benefits! 

WheelHouse IT is one of the largest MSPs in Florida. Garnished by a host of awards including Microsoft Southeast Partner of the Year, Channel Futures MSP 501, and Inc 500, the organization strives to be at the forefront of service delivery and modern technologies. Strong in the Microsoft space, WheelHouse IT carries several Gold and Silver competencies so you can expect to learn a great deal about the future of IT and business while promoting through the company! 

Responsibilities: 

• Monitor Escalation Board, ensuring all tickets are processed according to policy and procedure. 

• Take direction from Team Manager on priorities, as well as communicate any challenges that impact those priorities. 

• Support the Team Engineer on projects. 

• Elevate the technicians through guidance and knowledge-transfer. 

• Leverage Knowledge Base tools to ensure all changes are documented and useful guides are created to support both the team and the client users. 

Requirements: 

• Strong organizational and documentation skills. 

• Strong knowledge of modern technology solutions, specifically in the Microsoft 365 ecosystem, firewalls, switching, DNS, and security solutions like EDR. 

• Strong collaboration and communication skills, including telephone, email, and chat. 

• Passion for the industry and a desire to learn and grow. 

• Experience at an MSP is highly regarded but not required. 

Benefits: 

• 7 Paid Holidays 

• Paid Time Off (PTO) 

• Sick Days 

• Company Sponsored Insurance Coverage: Health, Dental, Optical, and Life 

• 401K Investment Plan with Company Matching 

• Company Issued Cell Phone & Service - Keep your number just drop the bill 

• Entry position with quick growth potential 

• Work from home days 

• Quarterly events 

• Monthly training sessions 

• Friday afternoon Happy Hour 

• Access to board games and shuffleboard during downtime 

Culture: 

At WheelHouse IT, we believe that happy coworkers make life so much better. We spend a lot of time with each other and prefer that our employees get along. For us, culture is less about aligning on specific business principles and more about ensuring that the people next to each other do not produce a net negative result in the day-to-day experience. 

If you are passionate about technology and are looking for a role that offers growth potential and a supportive culture, apply today! 

Location: Fort Lauderdale, Florida 

Total Compensation Range: $40,000 - $45,000, depending on experience and qualifications.