Client-Focused Escalations Engineer

Open Approach, Inc.; Fort Collins (CO); Hybrid; USD 110,000 - 150,000; Full time

Benefits offered by this job

Health, dental, and vision

Life/STD/LTD Disability and Workers’

401(k) with 4% match

PTO 16+ days

Parental leave

Smartphone stipend

Weekly lunches and snacks

Pet-friendly office

Job summary

Open Approach, Inc. is seeking an Escalations Engineer (L3) in a hybrid Fort Collins, CO setting. You will own complex client issues, perform network and systems assessments, and onboard new clients while mentoring junior staff.

Ideal candidates bring 5+ years of technical experience with Windows Server, AD, virtualization, Citrix/RDS, VoIP, and cloud infrastructure. This role supports secure, compliant IT solutions in a collaborative MSP environment.

Qualifications

• Excellent written and verbal skills are imperative (previous Customer Service experience is a plus).
• Enterprise-level change control, proper documentation, and communication awareness.
• Project management skills to communicate and manage timelines and accountability.
• Experience with Windows Server, Active Directory, DHCP/DNS.
• Solid virtualization troubleshooting with Hyper-V, VMware, and clustering technologies.
• Knowledge of VDI/Citrix and Microsoft RDS for remote desktops.
• Understanding LAN/WAN infrastructure, switches, firewalls, and VLANs.
• 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, M365 Business).
• At least 5+ years of technical experience.

Responsibilities

• Collaborate with coworkers, vendors, and clients via phone, email, and onsite visits to resolve engineering issues.
• Own escalations from start to finish and mentor Support Desk peers.
• Interface with prospective clients to perform network and systems assessments.
• Coordinate and perform technical onboarding of new clients.
• Assist with ongoing technical projects and R&D activities.

Skills

Windows Server

Active Directory

Virtualization

VDI/Remote desktop

Networking

VoIP

Security best practices

Cloud infrastructure

Tools

Hyper-V

VMware

Citrix

RDS

Job description

Open Approach, Inc. is seeking an Escalations Engineer (L3) in a hybrid Fort Collins, CO setting. You will own complex client issues, perform network and systems assessments, and onboard new clients while mentoring junior staff.

Ideal candidates bring 5+ years of technical experience with Windows Server, AD, virtualization, Citrix/RDS, VoIP, and cloud infrastructure. This role supports secure, compliant IT solutions in a collaborative MSP environment.