Escalations Engineer; L3

ESCALATIONS ENGINEER (L3)

Location:

Burlington, VT |

Employment Type:

Full-time

• Collaborate with coworkers, vendors, and work directly with clients via phone, email, and occasionally onsite visits to solve a wide variety of engineering technical issues.
• When part of an engineering escalation, take ownership of an issue, seeing it through to the end and use the opportunity to mentor your Support Desk peers.
• Be a great first technical interface of Open Approach with prospective clients to perform network and systems engineering assessments.
• Coordinate and perform the technical onboarding of new clients.
• Assist as needed with ongoing technical projects and R&D activities.

• Excellent written and verbal skills are imperative (previous Customer Service experience is a plus).
• Have the enterprise level skills and awareness to understand and appreciate change control, proper documentation, and communication.
• Project Management skills to communicate, develop timelines, and hold all parties accountable.
• Well‑versed with Windows Server, Active Directory environments (Active Directory and Group Policy Management, DHCP, and DNS).
• Solid virtualized environment troubleshooting experience (Hyper‑V, VMware, and corresponding clustering technologies).
• Knowledge of VDI and/or session‑based desktop design and implementation (Citrix, Microsoft RDS).
• Working knowledge of LAN and WAN infrastructure, particularly around switching, firewalls, policies, ingress/egress traffic management, and VLAN creation and management.
• Familiarity with VoIP technologies and phone system management.
• Security design and best practices for systems and networks.
• Cloud infrastructure design and architecture is a plus (Azure, AWS, Microsoft 365 Business Intune).

Experience:

At least 5+ years of technical experience is required. Compensation is negotiable depending on experience.

• Health, dental, and vision coverage with generous employer contributions
• Company‑sponsored Life, STD/LTD Disability, and Workers' Compensation
• 401(k) with 4% match starting day one
• Generous PTO (starting at 16 days, plus paid holidays)
• Fully paid parental leave
• Smartphone stipend for on‑call rotation
• Weekly company lunches, coffee, snacks, and a pet‑friendly office