Escalation Engineer

2 weeks ago

South Africa Recru-it Full time
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.

Technical skills:
  • 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

Soft Skills:
  • 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.

Technical Qualifications:
  • Current Microsoft Certifications in either MS or AZ tracks, preferably to expert level.

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