L2 Escalations Engineer
Full TimeJob Overview
We are looking for a skilled L2 Escalations Engineer to join our technical support team and handle complex support issues that require advanced troubleshooting. In this role, you will act as a key escalation point for technical incidents, working closely with Level 1 and Level 2 support teams to resolve high-priority issues efficiently. The ideal candidate should have strong experience in technical support, system troubleshooting, networking, and communication, with the ability to diagnose and resolve critical issues while ensuring minimal service disruption. You will also collaborate with internal teams and clients, document solutions, and contribute to continuous service improvement by identifying root causes and implementing preventive measures.
We are looking for a skilled L2 Escalations Engineer to join our technical support team and handle complex support issues that require advanced troubleshooting. In this role, you will act as a key escalation point for technical incidents, working closely with Level 1 and Level 2 support teams to resolve high-priority issues efficiently. The ideal candidate should have strong experience in technical support, system troubleshooting, networking, and communication, with the ability to diagnose and resolve critical issues while ensuring minimal service disruption. You will also collaborate with internal teams and clients, document solutions, and contribute to continuous service improvement by identifying root causes and implementing preventive measures.
Duties and Responsibilities
- Infrastructure & Cloud Operations:
- Hybrid cloud environment support spanning on-premises and Azure
- Network infrastructure management, including VPN, WiFi, and connectivity
- Backup and disaster recovery system monitoring and testing
- Performance monitoring and proactive system optimization
- Client-Focused Technical Delivery:
- Complex problem-solving for escalated technical issues
- Remote and onsite support across diverse business environments
- Vendor liaison and third-party system integration
- Project delivery including migrations, deployments, and system upgrades
- Microsoft Cloud & Modern Workplace :
- Microsoft 365 administration and troubleshooting (Exchange Online, SharePoint, Teams)
- Azure infrastructure management, including virtual machines and hybrid environments
- Microsoft Intune device management and endpoint deployment
- Active Directory and Entra ID integration and user lifecycle management
Required Experience/Skills
- Experience / Required Skills:
- Familiar with ConnectWise PSA
- High level of customer service and ability to adhere to Service Management processes
- Proficient in relevant technologies including Microsoft 365, Azure, Windows 11 & Windows Server
- Good understanding of current technologies
- Desired Skills / Certifications:
- Tertiary Qualification (Degree, TAFE)
- Microsoft Certified (Microsoft 365, Azure, Windows Server)
- Minimum 3+ years in an IT support role where troubleshooting is key
- Soft Skills:
- Strong verbal and written communication skills
- Ability to thrive in a dynamic and fast-paced business environment
- Attention to detail, follow-up on outstanding items
- Ability to work independently with minimal supervision