Escalation Engineer

SUMMARY:
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 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.

• 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

• 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.

• Current Microsoft Certifications in either MS or AZ tracks, preferably to ‘expert’ level.

POSITION INFO:
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 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.

• 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

• 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.

• Current Microsoft Certifications in either MS or AZ tracks, preferably to ‘expert’ level.