Senior Escalation Engineer
About the Role
We are looking for an experienced Senior Escalation Engineer to join a high-performing managed services team supporting complex client environments across Microsoft, cloud, infrastructure, networking and security technologies.
This senior technical position is responsible for resolving complex issues, leading escalations, mentoring engineers and proactively improving client environments. You will take ownership of technical outcomes, drive root-cause analysis, identify recurring issues and contribute to automation, documentation and continuous service improvement.
About the Client
You will be working with an established managed services provider supporting organisations across Australia and New Zealand, with a strong focus on technology solutions for the Architecture, Engineering and Construction sector.
The organisation delivers managed IT services, cybersecurity, cloud solutions, modern workplace technologies and strategic technology consulting, with a strong commitment to customer outcomes, technical excellence and continuous improvement.
Ideal Profile
Experience
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5+ years of experience within a managed services provider environment.
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At least 3 years in an advanced Level 2, Senior Engineer or Escalation Engineer capacity.
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Proven experience supporting multiple client environments.
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Demonstrated experience leading technical escalations and major incidents.
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Strong ability to mentor and support junior engineers.
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Excellent written and verbal English communication skills.
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Strong documentation and client communication capabilities.
Microsoft & Cloud
- Advanced Microsoft 365 administration.
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Strong knowledge of Exchange Online, SharePoint Online, Microsoft Teams and Microsoft Entra ID.
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Experience with Conditional Access, Microsoft Defender, Intune, Security & Compliance, eDiscovery, Group Policy and PowerShell.
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Practical experience with Microsoft Azure, including Azure Virtual Machines, networking and storage.
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AWS fundamentals, with exposure to Route 53.
Infrastructure & Networking
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Strong Windows Server and Active Directory administration experience.
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Solid knowledge of DNS, DHCP, file and print services, storage and server lifecycle management.
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Strong understanding of TCP/IP, VLANs, subnetting, routing and switching.
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Experience with VPN technologies and firewall administration, including exposure to WatchGuard and UniFi.
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Experience with VMware, Hyper-V and virtual infrastructure.
Security, Backup & MSP Technologies
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Experience with endpoint detection and response, security monitoring and incident response.
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Exposure to platforms such as Huntress, ThreatLocker and Microsoft Defender.
- Knowledge of email security solutions.
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Experience with Veeam, backup validation, disaster recovery and business continuity.
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Familiarity with MSP platforms including HaloPSA, Datto RMM, IT Glue and monitoring and automation tools.
Desirable
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Experience supporting Australian MSP clients.
- Exposure to AEC industry applications.
- Microsoft or Azure certifications.
- ITIL exposure or certification.
- Security-related certifications.
Responsibilities
Technical Escalations & Incident Ownership
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Serve as the senior escalation point for complex infrastructure, networking, Microsoft 365 and security issues.
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Take ownership of technical incidents through to successful resolution.
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Lead troubleshooting during critical incidents and major service disruptions.
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Coordinate effectively with vendors, third-party providers and internal teams.
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Maintain clear accountability for client outcomes.
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Produce root-cause analyses and post-incident reviews where required.
Advanced Technical Support
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Design, implement and support solutions across Microsoft, cloud and infrastructure platforms.
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Perform advanced troubleshooting across servers, networking, virtualisation and security technologies.
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Support complex migrations, projec