Client Services – Escalations

Job not on LinkedIn

🔥 9 hours ago

🗽 New York – Remote

🗽 New York – Remote

💵 $120k - $150k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📁 Client Services

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 21%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Shield

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2024

💼 Consulting

📦 Logistics

📣 Marketing

Consulting • Logistics • Marketing

Shield is a tech-enabled partner and investor that helps managed service providers (MSPs) scale by combining patient capital, operational expertise, and applied AI engineering. The firm provides forward-deployed engineers, operational support (HR, finance, recruiting), people development, and strategic M&A guidance while preserving local leadership and culture. Backed by ZBS Partners and Thrive Holdings, Shield focuses on long-term, founder-friendly partnerships to accelerate growth and implement AI-first solutions.

📋 Description

• Serve as the primary escalation point for end-user issues, client IT staff, and first-line Helpdesk personnel requiring advanced technical assistance • Respond to escalated incidents and service requests through phone, email, ticketing systems, and direct support interactions • Troubleshoot and resolve intermediate to advanced hardware, software, connectivity, account access, and application-related issues • Maintain end-to-end ownership of escalated support requests, ensuring timely follow-up, clear communication, and appropriate resolution • Document incidents, troubleshooting steps, resolutions, and client interactions in designated support systems • Escalate unresolved, high-impact, or specialized issues to appropriate teams • Provide clear, professional updates throughout each support request • Assist with root cause analysis for recurring issues and recommend service-quality and operational-efficiency improvements • Follow standard operating procedures, service standards, and departmental policies • Support and mentor junior Helpdesk staff • Monitor escalated support requests, troubleshoot advanced technical issues, and coordinate with internal teams or client contacts • Gather relevant details, analyze problems, document actions, communicate status updates, and follow issues through to completion or further escalation

🎯 Requirements

• 5+ years of experience in helpdesk, desktop support, escalation support, or technical support environments • Strong customer service, interpersonal, and communication skills • Ability to diagnose and resolve complex technical issues efficiently and accurately • Working knowledge of desktop and server operating systems, business applications, printers, mobile devices, server hardware, SaaS applications, and networking • Ability to explain technical concepts clearly to non-technical users and stakeholders • Strong organizational skills and attention to detail in documenting incidents, escalations, and resolutions • Ability to prioritize multiple issues and work effectively in a fast-paced support environment • Commitment to following procedures, maintaining professionalism, and delivering a high-quality client support experience • Relevant industry certifications are a plus