Role Description The Escalation Engineer is a key part of the company service framework acting as an escalation point for customer issues raised by the wider support team. The Escalation Engineer will be expected to: Assist with the architecture, implementation and management of Azure infrastructure Assist with technical escalation of issues from the wider support team Assist with customer onboarding projects and Cloud migrations Managing escalated Tickets and Requests Keep customers informed on status and progress of their Tickets Technical security operations, SaaS service and platform management Implementing automation and service efficiency measures with scripting, coding and development, and API integrations Aid customer retention and satisfaction Help to improve efficiency, processes, documentation, and automation. Qualifications Current Microsoft Certifications in AZ or MS tracks, preferably to expert level. Experience 5 years experience, multi-faceted IT support roles. Previous MSP experience essential. Technical skills Azure infrastructure project implementation including design and deployment, and including serverless architecture Azure infrastructure migration project design and implementation High-availability Azure infrastructure design and management experience Excellent technical troubleshooting capabilities including Windows OS and applications, email flow and routing, and Office 365 services. Understanding of Group Policy/ADMX within Intune/Endpoint Manager Good practical experience of Intune and device management/compliance Excellent understanding and practical of public DNS records Understanding of best practice security principles Deployment of applications using third party tools SCCM or other RMM application Understanding of SCIM and SSO with Azure AD Good understanding and practical experience of backup best practices and restore processes. Strong knowledge of the following vendor services extremely beneficial: Mimecast, Proofpoint, Cisco Duo, Exclaimer, Dropsuite, KnowBe4, Datto RMM, Windows Hello for Business, Acronis, Azure IaaS, Azure Backup, Azure Site Recovery. Good working knowledge of networks, switching, routing and traffic management Powershell scripting and use for administration and automation Soft Skills Customer focused, with an analytical approach with good questioning & listening skills Excellent verbal and written communication skills suitable for an international audience A confident team player with a positive can-do attitude Fanatical attention to detail An ability to learn quickly, and a willingness to study and obtain new certifications and skills (certification will be a KPI of the role) Dependable, hardworking and self-motivated.
