Escalations Engineer (L3

ESCALATIONS ENGINEER (L3)

Location:

Burlington, VT

Employment Type:

Full-time

Join our dynamic and rapidly growing tech company as a key player in providing outstanding customer experience. We are seeking an enthusiastic, empathetic, personable, self-driven individual undeterred by the challenges that come with working in a small but growing tech company. Day to day tasks can vary significantly; in the morning you could be working through complex issues with a client, then hop on a call for a new prospect engineering assessment.

In the afternoon you may start the onboarding of a new client. If you like the tech, but really enjoy client relations and are unafraid of fluctuating technical challenges, continue on below!

Responsibilities

• 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

Job Requirements

• 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, communicate them effectively 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 of 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.

Benefits

• 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

How Not To Apply

• Forget to write a good cover letter, so that we have no way of knowing how articulate you really are
• Include a lot of grammatical and structural errors in your cover letter and resume
• Hide your personality so we can't tell a thing about you, other than that you are highly efficient in Microsoft Word

Thank you for your interest, and best of luck in your search for work.