Escalations Engineer

Frankel • Omaha, NE

3d • Onsite

About The Position

At Frankel, we provide innovative and progressive accounting, tax, and consulting services. Our Frankel Technology Services practice creates a Technology Success Partnership with our clients. This gives our clients the tools, information, and understanding they need to make the best technology decisions for their company. We are currently seeking an Escalations Engineer to join our team immediately. We are primarily interested in candidates who have experience with Azure Virtual Desktop Environments. Please note that this position is in-person in our Omaha office, and we are unable to consider remote candidates. Summary: The Escalations Engineer is responsible for providing top-level technical support to our clients, troubleshooting complex issues, and resolving escalated tickets. This position requires a high level of technical expertise and excellent customer service skills to ensure client satisfaction. The Escalations Engineer also mentors and educates team members as appropriate. Beyond day-to-day escalations, the role offers a diverse mix of cybersecurity, proactive maintenance, and hands-on project work.

Requirements

• Able to work in-person in our Omaha, NE office between the hours of 8:00AM-5:00PM M-F.
• Participation in on-call/after-hours rotation is required.
• Experience with Azure Virtual Desktop environments.
• Understanding of operating systems, business applications, printing systems, network systems, support tools, and how technology is used to provide IT services.
• Strong technical troubleshooting and diagnostic skills.
• Ability to work in a team and communicate effectively.
• Interpersonal skills: telephone skills, communication skills, active listening, and customer care.
• Ability to organize work, multi-task and adapt to changes quickly.
• Self-motivated with attention to detail and the ability to work in a fast-moving environment.

Responsibilities

• Configure, Maintain, and Troubleshoot Azure Virtual Desktop Environments.
• Identify, diagnose, and resolve problems for end-users related to workstations, software and hardware, network, and VPN connectivity.
• Diagnose and resolve end-user network or local printer problems, PC hardware problems, and basic server, e-mail, Internet, VPN, and local-area network access problems.
• Document technical support activities, client interactions, issues, and solutions in the ticketing system; document internal processes and procedures related to duties and responsibilities; communicate progress and escalate issues to the Technology Manager as necessary.
• Continuously update technical knowledge and skills to stay up to date with the latest industry trends and technologies.
• Participate in the development and implementation of new processes and procedures to improve service delivery and customer satisfaction.
• Collaborate with other technicians to provide timely and effective solutions to client issues.
• Ensure that all client issues are resolved in a timely and efficient manner, meeting or exceeding expectations.
• Identify recurring technical issues and work with the team to develop solutions to prevent their reoccurrence.
• Improve client service, perception, and satisfaction through follow-through, follow-up, and communication.
• Assist the team in meeting monthly and quarterly goals based on metrics.
• Other duties as assigned.

Benefits

• Health, Dental, Vision, Disability & Life Insurance
• HSA and FSA options
• PTO & Parental Leave
• 8 Paid Holidays
• 401(K)
• Profit Sharing
• Casual / “Dress for your Day” dress code
• Fun activities like family parties, holiday parties, and the annual golf & spa outing
• Referral bonus program

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed