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 5+ years of experience within a managed services provider environment. At least 3 years in an advanced Level 2, Senior Engineer or Escalation Engineer capacity. Proven experience supporting multiple client 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 client communication capabilities. Microsoft & Cloud Advanced Microsoft 365 administration. Strong 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 with Microsoft Azure, including Azure Virtual Machines, networking and storage. AWS fundamentals, with exposure to Route 53. Infrastructure & Networking Strong Windows Server and Active 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 UniFi. Experience with VMware, Hyper-V and virtual infrastructure. Security, Backup & MSP Technologies Experience with endpoint detection and response, security monitoring and incident response. Exposure to platforms such as Huntress, ThreatLocker and Microsoft Defender. Knowledge 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. Desirable 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 Serve as the senior escalation point for complex infrastructure, networking, Microsoft 365 and security issues. Take ownership of technical incidents through to successful resolution. Lead troubleshooting during critical incidents and major service disruptions. Coordinate effectively with vendors, third-party providers and internal teams. Maintain clear accountability for client outcomes. Produce root-cause analyses and post-incident reviews where required. Advanced Technical Support Design, implement and support solutions across Microsoft, cloud and infrastructure platforms. Perform advanced troubleshooting across servers, networking, virtualisation and security technologies. Support complex migrations, project deployments and technical upgrades. Review and validate high-risk technical changes. Ensure client environments align with security, performance and operational best practices. Service Excellence & Operational Improvement Identify recurring issues, service bottlenecks and operational risks. Drive permanent resolutions for chronic and repeat incidents. Improve service quality through stronger processes, automation and documentation. Contribute to service maturity initiatives and improve ticket quality and resolution effectiveness. Help identify trends affecting client experience and service performance. Client Communication & Stakeholder Management Communicate clearly 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 complex technical concepts into clear, accessible language for non-technical audiences. How we take care of our team 💰 Get paid in Australian Dollars 🏥 Medical insurance from day one for you + spouse (or parents if unmarried) 🩺 Generous OPD coverage from doctor visits to all your medical needs 🏡 Home office setup allowance to build your ideal workspace 🌐 Internet allowance to keep 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 when you need it 📚 We invest in you – reimbursement for industry certifications 🗣️ Open-door culture – your ideas and feedback always matter 🌍 Flexible work – home 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