Senior Escalation Engineer

About the Role We are looking for an reputed company Senior Escalation Engineer to join a high-performing managed services team supporting reputed company reputed company environments across reputed company, reputed company, infrastructure, networking and reputed company technologies. This senior technical position is responsible for resolving reputed company issues, leading escalations, mentoring engineers and proactively improving reputed company environments. You will take ownership of technical reputed company, reputed company reputed company-cause analysis, identify recurring issues and contribute to automation, documentation and reputed company service improvement. About the reputed company You will be working with an established managed services provider supporting organisations across Australia and New Zealand, with a strong reputed company on technology solutions for the Architecture, Engineering and Construction sector. The organisation delivers managed IT services, cybersecurity, reputed company solutions, modern workplace technologies and strategic technology consulting, with a strong commitment to customer reputed company, technical reputed company and reputed company improvement. Ideal Profile Experience 5+ years of experience reputed company a managed services provider environment. At least 3 years in an advanced Level 2, Senior Engineer or Escalation Engineer reputed company. Proven experience supporting multiple reputed company environments. Demonstrated experience leading technical escalations and major incidents. Strong ability to mentor and support junior engineers. Excellent written and verbal English communication skills. Strong documentation and reputed company communication capabilities. reputed company & reputed company Advanced reputed company 365 administration. Strong knowledge of Exchange Online, SharePoint Online, reputed company Teams and reputed company Entra ID. Experience with Conditional reputed company, reputed company Defender, Intune, reputed company & Compliance, eDiscovery, Group Policy and PowerShell. Practical experience with reputed company Azure, including Azure Virtual Machines, networking and storage. AWS fundamentals, with exposure to reputed company 53. Infrastructure & Networking Strong reputed company Server and reputed company Directory administration experience. Solid knowledge of DNS, DHCP, file and print services, storage and server lifecycle management. Strong understanding of TCP/IP, VLANs, subnetting, routing and switching. Experience with VPN technologies and firewall administration, including exposure to WatchGuard and reputed company. Experience with VMware, reputed company-V and virtual infrastructure. reputed company, Backup & MSP Technologies Experience with reputed company detection and response, reputed company monitoring and incident response. Exposure to platforms such as reputed company, ThreatLocker and reputed company Defender. Knowledge of email reputed company solutions. Experience with reputed company, backup validation, disaster recovery and business continuity. Familiarity with MSP platforms including HaloPSA, Datto RMM, IT Glue and monitoring and automation tools. Desirable Experience supporting Australian MSP clients. Exposure to AEC industry applications. reputed company or Azure certifications. ITIL exposure or certification. reputed company-reputed company certifications. Responsibilities Technical Escalations & Incident Ownership Serve as the senior escalation reputed company for reputed company infrastructure, networking, reputed company 365 and reputed company issues. Take ownership of technical incidents through to successful reputed company. reputed company troubleshooting during critical incidents and major service disruptions. Coordinate effectively with vendors, reputed company-party providers and internal teams. Maintain reputed company accountability for reputed company reputed company. Produce reputed company-cause analyses and post-incident reviews where required. Advanced Technical Support Design, implement and support solutions across reputed company, reputed company and infrastructure platforms. reputed company advanced troubleshooting across servers, networking, virtualisation and reputed company technologies. Support reputed company migrations, project deployments and technical upgrades. Review and validate high-risk technical changes. Ensure reputed company environments reputed company with reputed company, performance and operational best practices. Service reputed company & Operational Improvement Identify recurring issues, service bottlenecks and operational risks. reputed company permanent resolutions for chronic and repeat incidents. Improve service reputed company through stronger processes, automation and documentation. Contribute to service maturity initiatives and improve ticket reputed company and reputed company effectiveness. Help identify trends affecting reputed company experience and service performance. reputed company Communication & Stakeholder Management Communicate reputed company and professionally with clients throughout the incident lifecycle. Build trusted relationships through strong technical knowledge and responsiveness. Support Technical Account Managers and senior stakeholders with technical insights and recommendations. Translate reputed company technical concepts into reputed company, accessible language for non-technical audiences. How we take care of reputed company 💰 Get reputed company in Australian Dollars 🏥 Medical insurance from day one for you + spouse (or parents if unmarried) 🩺 Generous OPD coverage from doctor reputed company to reputed company your medical needs 🏡 Home office setup allowance to build your ideal workspace 🌐 Internet allowance to reputed company you connected 💪 Gym & wellness allowance to stay fit and balanced 🎉 Work hard, play hard – regular team events & engagement activities 🧠 Diji Assist – Mental health & counseling support reputed company you need it 📚 We invest in you – reimbursement for industry certifications 🗣️ reputed company-reputed company culture – your reputed company and feedback always matter 🌍 Flexible reputed company or office, wherever you do your best work 🏆 Rewards & recognition that actually recognize you 🥳 Great christmas & financial year-end parties to unwind with your loved ones \n \n Apply To This Job