Senior Escalation Engineer
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Job Description
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Responsibilities:
- Serve as the senior escalation point for complex infrastructure, networking, Microsoft 365 and security issues.
- Take ownership of technical incidents through to successful resolution.
- Lead troubleshooting during critical incidents and major service disruptions.
- Coordinate effectively with vendors, third-party providers and internal teams.
- Maintain clear accountability for client outcomes.
- Produce root-cause analyses and post-incident reviews where required.
- Design, implement and support solutions across Microsoft, cloud and infrastructure platforms.
- Perform advanced troubleshooting across servers, networking, virtualisation and security technologies.
- Support complex migrations, project deployments and technical upgrades.
- Review and validate high-risk technical changes.
- Ensure client environments align with security, performance and operational best practices.
- Identify recurring issues, service bottlenecks and operational risks.
- Drive permanent resolutions for chronic and repeat incidents.
- Improve service quality through stronger processes, automation and documentation.
- Contribute to service maturity initiatives and improve ticket quality and resolution effectiveness.
- Help identify trends affecting client experience and service performance.
- Communicate clearly and professionally with clients throughout the incident lifecycle.
- Build trusted relationships through strong technical knowledge and responsiveness.
- Support Technical Account Managers and senior stakeholders with technical insights and recommendations.
- Translate complex technical concepts into clear, accessible language for non-technical audiences.
Requirements:
- 5+ years of experience within a managed services provider environment.
- At least 3 years in an advanced Level 2, Senior Engineer or Escalation Engineer capacity.
- Proven experience supporting multiple client environments.
- Demonstrated experience leading technical escalations and major incidents.
- Strong ability to mentor and support junior engineers.
- Excellent written and verbal English communication skills.
- Strong documentation and client communication capabilities.
- Advanced Microsoft 365 administration.
- Strong knowledge of Exchange Online, SharePoint Online, Microsoft Teams and Microsoft Entra ID.
- Experience with Conditional Access, Microsoft Defender, Intune, Security & Compliance, eDiscovery, Group Policy and PowerShell.
- Practical experience with Microsoft Azure, including Azure Virtual Machines, networking and storage.
- AWS fundamentals, with exposure to Route 53.
- Strong Windows Server and Active Directory administration experience.
- Solid knowledge of DNS, DHCP, file and print services, storage and server lifecycle management.
- Strong understanding of TCP/IP, VLANs, subnetting, routing and switching.
- Experience with VPN technologies and firewall administration, including exposure to WatchGuard and UniFi.
- Experience with VMware, Hyper-V and virtual infrastructure.
- Experience with endpoint detection and response, security monitoring and incident response.
- Exposure to platforms such as Huntress, ThreatLocker and Microsoft Defender.
- Knowledge of email security solutions.
- Experience with Veeam, backup validation, disaster recovery and business continuity.
- Familiarity with MSP platforms including HaloPSA, Datto RMM, IT Glue and monitoring and automation tools.
- Experience supporting Australian MSP clients.
- Exposure to AEC industry applications.
- Microsoft or Azure certifications.
- ITIL exposure or certification.
- Security-related certifications.
Benefits:
- Get paid in Australian Dollars
- Medical insurance from day one for you + spouse (or parents if unmarried)
- Generous OPD coverage from doctor visits to all your medical needs
- Home office setup allowance to build your ideal workspace
- Internet allowance to keep you connected
- Gym & wellness allowance to stay fit and balanced
- Work hard, play hard – regular team events & engagement activities
- Diji Assist – Mental health & counseling support when you need it
- We invest in you – reimbursement for industry certifications
- Open-door culture – your ideas and feedback always matter
- Flexible work – home or office, wherever you do your best work
- Rewards & recognition that actually recognize you
- Great christmas & financial year-end parties to unwind with your loved ones
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