Shield
Shield
Shield is a technology-enabled partner and investor for managed service providers (MSPs), helping them grow through patient capital, operational support, and applied AI engineering. Its team works alongside partner businesses through forward-deployed engineering, HR, finance, recruiting, and people-development support, as well as strategic guidance on mergers and acquisitions. Shield’s approach is designed to support long-term growth while preserving local leadership and company culture, with a focus on implementing practical, AI-first solutions.

Client Services Escalation Specialist - Remote, New York

Provide advanced remote technical support for managed-services clients across hardware, software, connectivity, and access issues. Mentor junior Helpdesk staff and coordinate incident resolution with internal teams and client contacts.

Description

  • Act as the primary escalation contact for end users, client IT teams, and first-line Helpdesk staff who need advanced technical support.
  • Handle escalated incidents and service requests by phone, email, ticketing systems, and direct support interactions.
  • Diagnose and resolve intermediate-to-advanced issues involving hardware, software, connectivity, account access, and applications.
  • Own escalated support requests through follow-up, communication, resolution, or further escalation.
  • Record incidents, troubleshooting steps, resolutions, and client interactions in designated support systems.
  • Refer unresolved, high-impact, or specialized issues to the appropriate teams.
  • Provide timely, clear, and professional status updates throughout each support request.
  • Contribute to root cause analysis for recurring issues and suggest improvements to service quality and operational efficiency.
  • Adhere to standard operating procedures, service standards, and departmental policies.
  • Assist with training and mentoring junior Helpdesk staff.
  • Monitor escalated requests, investigate advanced technical issues, and coordinate with internal teams or client contacts.
  • Collect relevant information, analyze problems, document actions, communicate progress, and track issues through completion or additional escalation.

Requirements

  • At least five years of experience in helpdesk, desktop support, escalation support, or technical support roles.
  • Strong customer service, interpersonal, and communication abilities.
  • Ability to efficiently and accurately diagnose and resolve complex technical problems.
  • Working knowledge of desktop and server operating systems, business applications, printers, mobile devices, server hardware, SaaS applications, and networking.
  • Ability to explain technical information clearly to nontechnical users and stakeholders.
  • Strong organization and attention to detail when documenting incidents, escalations, and resolutions.
  • Ability to prioritize multiple issues and perform effectively in a fast-paced support environment.
  • Commitment to established procedures, professional conduct, and high-quality client support.
  • Relevant industry certifications are advantageous.

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