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 the architecture, implementation and management of Azure infrastructure
- 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
- Azure infrastructure project implementation including design and deployment, and including serverless architecture
- Azure infrastructure migration project design and implementation
- High-availability Azure infrastructure design and management experience
- 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
- Skilled in balancing competing priorities in fast‑paced environments
- 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.
Advantageous Skills & Experience:
- Unified Communications & Collaboration Tool
- Telephony / VoIP Integration Experience
- Microsoft Teams Voice & Calling
- Linux Administration
- MS SQL Setup, configuration and security
Technical Qualifications
- Current Microsoft Certifications in AZ or MS tracks, preferably to ‘expert’ level.
Benefits offered at Cloudbox
- Medical Aid
- Gap Cover
- Group Life Insurance
- Funeral Policy
- Wellness services
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.
