Role Purpose: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 technical escalation of issues from the wider support teamAssist with customer onboarding projects and Cloud migrationsManaging escalated Tickets and RequestsKeep customers informed on status and progress of their TicketsTechnical security operations, SaaS service and platform managementImplementing automation and service efficiency measures with scripting, coding and development, and API integrationsAid customer retention and satisfactionHelp to improve efficiency, processes, documentation, and automation. Technical skills: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 ManagerGood practical experience of Intune and device management/complianceExcellent understanding and practical of public DNS recordsUnderstanding of best practice security principlesDeployment of applications using third party tools SCCM or other RMM applicationUnderstanding of SCIM and SSO with Azure ADGood 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 managementPowershell scripting and use for administration and automation Soft Skills:Customer focused, with an analytical approach with good questioning & listening skillsExcellent verbal and written communication skills suitable for an international audienceA confident team player with a positive can-do attitudeFanatical attention to detailAn 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. Technical Qualifications: Current Microsoft Certifications in either MS or AZ tracks, preferably to expert level.
