Escalations Engineer (L3)

Open Approach

1d•Hybrid

About The Position

Open Approach is a values-driven, client-focused IT services company based in Burlington, Vermont. We deliver exceptional managed technology and phenomenal client support to organizations across New England and beyond. We are a fast-growing Managed Services Provider (MSP) delivering secure, compliant IT solutions to clients in regulated industries. Our team partners with businesses to design and implement IT, cybersecurity, and compliance frameworks that meet strict standards such as NIST, DFARS, and CMMC. We earn our clients’ business every month by staying relentlessly focused on their success. From the very first interaction to ongoing evolution, we aim to provide seamless experiences grounded in understanding, integrity, and practical solutions. We believe in making thoughtful, informed decisions and creating a lasting impact instead of quick fixes. This translates into long-term relationships with our clients that are rewarding on many levels. At our core, we value equity, humility, excellence, accountability, innovation, and openness. These guide everything we do, from how we collaborate internally to how we support clients through complex technical challenges. We are continually refining our team, enhancing our capabilities, and investing in talent to drive forward meaningful change. We embrace candid feedback, own our outcomes, and strive to improve every day. If that sounds like the kind of company you want to grow with, we would love to hear from you. 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!

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.

Nice To Haves

Cloud infrastructure design and architecture is a plus (Azure, AWS, Microsoft 365 Business Intune).

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