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.