L2 Escalations Engineer

L2 Escalations Engineer

We are seeking a highly skilled L2 Escalations Engineer to serve as the critical technical anchor within our support ecosystem. In this role, you will handle complex, high-priority incidents that have surpassed the scope of standard support, acting as the bridge between frontline troubleshooting and final resolution. You will navigate a diverse Hybrid Cloud landscape—spanning on-premises infrastructure and Azure —while ensuring that critical business systems remain resilient, secure, and optimized. This is a role for a “Deep-Dive” troubleshooter who balances technical mastery with the elite communication skills required to manage high-stakes client escalations.

Core Responsibilities: Advanced Troubleshooting & Infrastructure Management

You will own the resolution lifecycle for escalated incidents, ensuring minimal service disruption through proactive management and root cause analysis.

• Hybrid Cloud & Infrastructure Operations: Manage and support a complex hybrid environment. Your focus will include Azure infrastructure (VMs) , on-premises Windows Servers, and comprehensive network management (VPN, WiFi, and global connectivity).

• Microsoft Modern Workplace: Act as the subject matter expert for Microsoft 365 administration , including Exchange Online, SharePoint, and Teams. You will oversee Microsoft Intune for endpoint deployment and manage user lifecycles via Active Directory and Entra ID integration.

• Resilience & Optimization: Lead the monitoring and testing of backup and disaster recovery systems. You will perform proactive performance monitoring to identify potential bottlenecks before they impact the client.

• Escalation & Project Delivery: Solve advanced technical problems escalated from L1/L2 teams. Beyond reactive support, you will lead high-impact projects, including cloud migrations, system deployments, and hardware upgrades.

• Vendor & Stakeholder Liaison: Act as the primary technical point of contact for third-party vendors and system integrators to resolve multi-platform issues.

Candidate Profile

We are looking for a self-motivated engineer who thrives in dynamic environments and possesses the “investigative mindset” necessary to identify root causes rather than just treating symptoms.

• Experience: Minimum 3+ years in a dedicated IT support role where advanced troubleshooting was a primary function.

• Technical Proficiency:

  • Mastery of Microsoft 365 , Azure , Windows 11, and Windows Server .

  • Strong understanding of networking fundamentals (TCP/IP, DNS, VPN).

  • Hands-on experience with ConnectWise PSA is highly desirable.

• Soft Skills & Discipline:

  • Exceptional verbal and written communication skills for client-facing interactions.

  • High attention to detail with a relentless focus on following up on outstanding items.

  • Ability to work independently with minimal supervision while adhering to strict Service Management processes (SLAs).

• Education & Certifications:

  • Tertiary Qualification (Degree or TAFE) in Information Technology.

  • Microsoft Certifications (eg, MS-900/102, AZ-900/104) are strongly preferred.

Standardized Job Data

Why Join This Team?

• Technical Depth: Move beyond basic password resets and engage with complex, multi-tenant Azure and M365 architectures.

• Impactful Growth: Direct involvement in project delivery and migrations provides a clear path towards L3 Engineering or Cloud Architecture.

• Collaborative Culture: Work in a fast-paced environment where knowledge sharing and continuous service improvement are part of the daily rhythm.