Job Description

Role Description

The Escalation Engineer is a key part of the Cloudbox 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.

Experience

5+ years experience, multi-faceted IT support roles. Previous MSP experience essential

Shift Work

The Escalation Engineer will be expected to work standard 9 hour shifts between the hours of 8am and midnight, Monday to Friday.

Shifts are not fixed but are rotated between available resources to align as best possible to employee's requirements while ensuring

adequate cover for our major supported time zones globally.



This document describes the principle purpose and main elements of the role. It is a guide to the nature and main duties of the role

as they exist currently, but is not intended as a wholly comprehensive or permanent schedule and does not form part of the contract

of employment.