What are the responsibilities and job description for the ESCALATION SUPPORT SPECIALIST position at Frost Bank?
It’s about having us covered end to end.
Do you like helping others understand the tools of today? Are you familiar with operating systems? Do have a passion for problem solving and helping others? If so, being an Escalation Support Specialist with Frost could be for you.
At Frost, it’s about more than a job. It’s about having a flourishing career where you can thrive, both in and out of work. At Frost, we’re committed to fostering an environment that reflects our values and encourages team members to be the best they can be. In joining our adaptable, integrity-driven team, you’ll become part of Frost’s over 150-year legacy of providing unparalleled banking services.
Who you are:
As an Escalation Support Specialist you are our first point of contact when problems arise. You’ll play an important role in responding to and providing root cause analyses for IT tickets and user issues. You’ll use your strong problem-solving skills to ensure issues are resolved and you will check and monitor server and router health to prevent major incidents. More than that, this role is about giving users the best chance to succeed with our signature all-win approach.
What you’ll do:
Respond to and troubleshoot IT tickets and user issues escalated through the IT Service Desk
Perform root cause analysis and establish return to service for well-understood and routine tickets including user application and hardware errors
Perform root cause analysis for and escalate complex tickets to the appropriate IT team, including major incident management for servers at the branches. Assist the appropriate team in establishing return to service
Check and monitor server and router health to prevent major incidents
Communicate new incident resolution strategies to the Service Desk for more efficient incident resolution in the future
Always take action using Integrity, Caring, and Excellence to achieve all-win outcomes
What you’ll need:
3 years of experience in IT
Demonstrated knowledge of servers, networks, and endpoint devices
Excellent written and verbal communication skills
Proficient in Microsoft computer applications
Additional Preferred Skills:
Bachelor’s degree in Information Technology or in a related field
Experience with Ironport, Identity Service Engine (ISE), Solarwinds, and/or CISCO troubleshooting tools
Our Benefits:
At Frost, we care about your health, your family, and your future and strive to have our benefits reflect that. This includes:
Medical, dental, vision, long-term disability, and life insurance
401(k) matching
Generous holiday and paid time off schedule
Tuition reimbursement
Extensive health and wellness programs, including our Employee Assistance Program
Referral bonus program more!
Since 1868, Frost has dedicated their expertise to provide exceptional banking, investment, and insurance services to businesses and individuals throughout Texas. Frost is one of the 50 largest U.S. banks by asset size and is a leader in banking customer satisfaction. At Frost, it’s about being part of something bigger. If this sounds like you, we encourage you to apply and see what’s possible at Frost.
