Senior Escalation Engineer

This is a fully remote position, open to applicants in Sri Lanka.

📋 Description

• Act as the primary escalation point for intricate infrastructure, networking, Microsoft 365, and security challenges.

• Take full responsibility for technical incidents until they reach successful resolution.

• Lead the troubleshooting process during critical incidents and significant service interruptions.

• Effectively coordinate with vendors, third-party providers, and internal teams.

• Maintain a clear sense of accountability for outcomes impacting clients.

• Produce root-cause analyses and post-incident reviews as necessary.

• Design, implement, and support solutions across Microsoft, cloud, and infrastructure platforms.

• Conduct advanced troubleshooting across servers, networking, virtualization, and security technologies.

• Assist with complex migrations, project deployments, and technical upgrades.

• Review and validate high-risk technical modifications.

• Ensure that client environments conform to security, performance, and operational best practices.

• Identify recurring problems, service bottlenecks, and operational risks.

• Drive permanent solutions for chronic and recurring incidents.

• Enhance service quality through improved processes, automation, and documentation.

• Contribute to service maturity initiatives and improve ticket quality and resolution efficiency.

• Help identify trends that impact client experience and service performance.

• Communicate clearly and professionally with clients throughout the entire incident lifecycle.

• Build trusted relationships through strong technical expertise and responsiveness.

• Support Technical Account Managers and senior stakeholders with technical insights and recommendations.

• Simplify complex technical concepts into clear, understandable language for non-technical audiences.

⛳️ Requirements

• Over 5 years of experience in a managed services provider environment.

• A minimum of 3 years in an advanced Level 2, Senior Engineer, or Escalation Engineer role.

• Proven experience in supporting multiple client environments.

• Demonstrated experience in leading technical escalations and major incidents.

• Strong ability to mentor and assist junior engineers.

• Excellent written and verbal communication skills in English.

• Strong documentation skills and client communication capabilities.

• Advanced administration skills in Microsoft 365.

• Comprehensive knowledge of Exchange Online, SharePoint Online, Microsoft Teams, and Microsoft Entra ID.

• Experience with Conditional Access, Microsoft Defender, Intune, Security & Compliance, eDiscovery, Group Policy, and PowerShell.

• Practical experience in Microsoft Azure, including Azure Virtual Machines, networking, and storage.

• Familiarity with AWS fundamentals and exposure to Route 53.

• Strong experience in Windows Server and Active Directory administration.

• Solid understanding of DNS, DHCP, file and print services, storage, and server lifecycle management.

• Strong grasp of TCP/IP, VLANs, subnetting, routing, and switching.

• Experience with VPN technologies and firewall administration, including exposure to WatchGuard and UniFi.

• Experience with VMware, Hyper-V, and virtual infrastructure.

• Knowledge of endpoint detection and response, security monitoring, and incident response.

• Exposure to platforms such as Huntress, ThreatLocker, and Microsoft Defender.

• Understanding of email security solutions.

• Experience with Veeam, backup validation, disaster recovery, and business continuity.

• Familiarity with MSP platforms including HaloPSA, Datto RMM, IT Glue, and monitoring and automation tools.

• Experience in supporting Australian MSP clients.

• Exposure to AEC industry applications.

• Relevant Microsoft or Azure certifications.

• ITIL exposure or certification.

• Security-related certifications.

🏝️ Benefits

• Receive payment in Australian Dollars.

• Medical insurance from day one for you and your spouse (or parents if unmarried).

• Generous OPD coverage for doctor visits and all your medical needs.

• Home office setup allowance to create your ideal workspace.

• Internet allowance to keep you connected.

• Gym and wellness allowance to maintain fitness and balance.

• Work hard, play hard – regular team events and engagement activities.

• Diji Assist – mental health and counseling support when you need it.

• We invest in you – reimbursement for industry certifications.

• Open-door culture – your ideas and feedback are always valued.

• Flexible work options – home or office, wherever you perform best.

• Rewards and recognition that genuinely acknowledge your efforts.

• Enjoy great Christmas and financial year-end parties to relax with your loved ones.