Escalations Engineer

Frankel • Omaha, NE

5d • Onsite

About The Position

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