Responsibilities:* Day to day management of tickets, requests, and escalations within IT and the business as well as for issues that are in-depth and chronic in nature.* Senior Management Escalations - Advanced technical knowledge and business insight, handle escalations and specialized services* Onsite Visits: Dedicated Senior L2 - L4 support on site at a branch to investigate and resolve an issue.* Remote Support: Remote support for users working from home, resolving issues with home systems and personal devices, cabling, network equipment, service provider engagement.* Branch Analysis: Deep dive investigation into latency issues and chronic problems in a branch* White Glove Service: Bundled service package of all services for an extended amount of time plus in-depth troubleshooting.* SOP Process - Review and validate technical documentation and provide general feedback to improve the knowledge of overall process.* Participation in on-call team rotations- Off Hours Support runs from 5:00pm EST to 7:00am EST and weekends. Off Hours Support is to cover specific tiers.* Project Participation: Providing project and status reporting for projects