Job Description

Dedicated IT

Dedicated IT is a leading MSP (Managed Service Provider) with a niche focus on healthcare. Named

#33 on CRN's 2022 Fast Growth 150 List

, we are a household name in Healthcare IT. Our people-centric culture, amazing benefits and substantial year over year growth has positioned us as an employer of choice in the Managed Services space.


At Dedicated IT, we are invested in our employees. Their goals, growth, and success (both professional and personal) are a top priority. We offer career planning, career advancement opportunity, education/certification reimbursement, work/life balance, great benefits, and a people-focused culture.



We are searching for a

Level 3/Escalation Lead

to augment our Mid-Market and SMB Service divisions and play a pivotal role in continued growth as we continue to serve as the top privately owned (non-private equity) MSP in the United States.


If you would like to know more about Dedicated IT, click the links below:


https://www.linkedin.com/compa... (https://www.linkedin.com/company/dedicated-it/)

https://www.glassdoor.com/Revi... (https://www.glassdoor.com/Reviews/Dedicated-IT-Reviews-E2254858.htm) (https://www.glassdoor.com/Reviews/Dedicated-IT-Reviews-E2254858.htm)

Position Summary

Location:

South Africa - contract

Schedule: 7 PM to 7 AM EST Thursday to Saturday (2 AM Friday to 2 PM Sunday in SAST)

Escalation Leads are highly skilled, customer-focused technicians responsible for resolving advanced technical issues that exceed L2 scope or require deep troubleshooting expertise. They serve as the primary escalation point for L2 Support Technicians, either assisting them through complex remediation or fully assuming ownership of high-level issues.


In addition to direct technical work, Escalation Leads act as technical leaders on the Service Desk by mentoring L1 and L2 technicians, improving documentation and standards, and partnering with Team Leads and Service Delivery Managers to ensure consistent, high-quality service delivery. Escalation Leads are trusted subject matter experts and play a key role in stabilizing environments, preventing repeat issues, and identifying systemic improvements.

We Are Looking for Candidates That Embody Our Core Values:

Collaborate

: Leave your ego at the door. None of us is as smart as all of us. Collaboration propels us toward our common goals in a way that benefits the company, its people, and its clients.

Own:

Take extreme ownership of your role and establish yourself as the go-to person in your position. Go above and beyond to deliver the right results: when you think sending an email is enough, pick up the phone and CALL.

Dedicated:

Model dedication, reliability, and responsibility. Rise to challenges, follow through, improve interpersonal experiences with clients, partners, and colleagues. Position yourself to be the most dedicated on your team every day.

Empathize:

See things from different angles and place yourself in others' shoes. Display genuine interest in, care and concern for our clients, partners, and colleagues in every interaction. Observe with the intent to learn and actively listen with the intent to truly hear.

Functions of Escalation Lead - Level 3

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Serve as the primary escalation point for L2 Support Technicians for complex, high-impact, or non-standard issues Take full ownership of advanced tickets, including troubleshooting, remediation, root cause analysis, and follow-up Resolve issues that span multiple systems or require advanced networking, security, or infrastructure knowledge Partner closely with Team Leads and Service Delivery Managers on priority tickets, major incidents, and at-risk clients Identify potential Major Incidents, lead technical response efforts, and provide clear updates to leadership Provide technical guidance to L2 technicians during live troubleshooting or case reviews Mentor and coach L1 and L2 technicians to improve technical depth, troubleshooting approach, and confidence Review escalated tickets for quality, completeness, and technical accuracy Develop, improve, and maintain technical documentation, runbooks, and escalation standards Identify recurring issues and recommend long-term fixes or preventative improvements Work directly with vendors and third-party support to resolve advanced hardware, software, or infrastructure issues Assist with client-side implementations, migrations, or complex changes when required Ensure escalated cases are followed through to resolution with clear communication and proper documentation Provide timely, professional updates to internal stakeholders and clients Support onboarding and technical ramp-up of new Service Desk employees Act as a technical role model by demonstrating strong troubleshooting discipline, ownership, and customer empathy

Technical Skills Required

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Ability to independently solve complex technical problems without prescribed instructions Strong diagnostic and root-cause analysis skills across endpoints, servers, and network infrastructure Ability to mentor others by explaining technical concepts clearly and guiding structured troubleshooting Advanced experience working with vendor support to resolve critical or complex issues Strong technical writing skills for documentation, post-incident summaries, and internal knowledge sharing

Advanced experience supporting and troubleshooting:

Server configuration and deployment Windows and macOS operating systems Mobile devices and MDM solutions MFA and identity-related issues Desk phones, headsets, and VoIP platforms Printers and scanners Microsoft 365, including SharePoint, Azure, and OneDrive Active Directory and Group Policy DNS, DHCP, and core network services NTFS and file permissions Firewalls, VPNs, and secure remote access Network infrastructure including routing, switching, and wireless access points Strong understanding of Service Desk tools, escalation workflows, and SLA-driven environments Excellent time management and ticket documentation discipline Typing skills to ensure fast and accurate ticket updates

+ 50 WPM or higher

Education/Experience Qualifications

High School Diploma/GED required. Certifications: CompTIA A+, Network+, Security+, Cisco, Microsoft Certifications - multiple preferred + relevant experience At least 5 years in a previous help desk or relevant advanced role, required.

Prior USA/UK/International MSP experience required

Prior Healthcare IT experience preferred ConnectWise experience preferred Experience supporting medical clients, EMR, and HIPAA understanding preferred

Thanks for your interest in Dedicated IT!

Equal Employment Opportunity: Dedicated IT is committed to providing equal employment opportunities in all employment practices, without regard to race, color, religion, sex, national origin, citizenship status, marital status, age, veteran's status, disability, sexual orientation, or any other characteristic protected by law.