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Senior Escalation Engineer

1 month, 2 weeks ago
Sri Lanka
Full-time
Senior
Technical Support Engineer
DevOps and Infrastructure
Active Directory AWS Azure DHCP DNS PowerShell TCP/IP Windows Server
Apply Now
Dijital Team

Dijital Team

Join Dijital Team, the globally recognized A-Team for IT Services. Explore our open positions and stay ahead in your career.

Internet Software & Services
11-50
Founded 2023
View All Jobs 23

Description

  • Serve as the senior escalation point for complex infrastructure, networking, Microsoft 365, and security issues.
  • Own technical incidents through to successful resolution.
  • Lead troubleshooting during critical incidents and major service disruptions.
  • Coordinate with vendors, third-party providers, and internal teams.
  • Produce root-cause analyses and post-incident reviews.
  • 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.
  • Improve service quality through automation, documentation, and process improvements.
  • Communicate technical findings and recommendations clearly to clients and stakeholders.

Requirements

  • 5+ years of experience in a managed services provider environment.
  • At least 3 years in a Level 2, Senior Engineer, or Escalation Engineer role.
  • Experience supporting multiple client environments.
  • Experience leading technical escalations and major incidents.
  • Strong mentoring ability for junior engineers.
  • Excellent written and verbal English communication skills.
  • Advanced Microsoft 365 administration experience.
  • Knowledge of Exchange Online, SharePoint Online, Microsoft Teams, and Microsoft Entra ID.
  • Experience with Azure, including virtual machines, networking, and storage; AWS fundamentals are a plus.
  • Strong Windows Server, Active Directory, networking, virtualisation, security, backup, and MSP platform experience.
  • Microsoft, Azure, ITIL, or security certifications are desirable.

Benefits

  • Paid in Australian dollars.
  • Medical insurance from day one for you and your spouse or parents if unmarried.
  • Generous OPD coverage.
  • Home office setup allowance.
  • Internet allowance.
  • Gym and wellness allowance.
  • Mental health and counseling support.
  • Reimbursement for industry certifications.
  • Flexible work from home or office.

Interested in this position?

Apply directly on the company website

Apply Now

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