Senior Escalation Engineer

🕒 August 2

🇱🇰 Sri Lanka – Remote

⏰ Full Time

🟠 Senior

👷🏻‍♀️ Engineer

👻 Ghost score 21%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Dijital Team

WebsiteLinkedInAll Job Openings

11 - 50 employees

🤝 B2B

💼 Consulting

☁️ SaaS

B2B • Consulting • SaaS

Dijital Team is a smarter offshoring solution for IT teams. We enable you to build a high performing IT team that will decrease your costs and increase your efficiency - accelerating the growth of your business. We take care of the team so you can take care of the rest.

📋 Description

• Serve as the senior escalation point for complex infrastructure, networking, Microsoft 365 and security issues. • Take ownership of technical incidents through to successful resolution. • Lead troubleshooting during critical incidents and major service disruptions. • Coordinate effectively with vendors, third-party providers and internal teams. • Maintain clear accountability for client outcomes. • Produce root-cause analyses and post-incident reviews where required. • Design, implement and support solutions across Microsoft, cloud and infrastructure platforms. • Perform advanced troubleshooting across servers, networking, virtualisation and security technologies. • Support complex migrations, project deployments and technical upgrades. • Review and validate high-risk technical changes. • Ensure client environments align with security, performance and operational best practices. • Identify recurring issues, service bottlenecks and operational risks. • Drive permanent resolutions for chronic and repeat incidents. • Improve service quality through stronger processes, automation and documentation. • Contribute to service maturity initiatives and improve ticket quality and resolution effectiveness. • Help identify trends affecting client experience and service performance. • Communicate clearly and professionally with clients throughout the incident lifecycle. • Build trusted relationships through strong technical knowledge and responsiveness. • Support Technical Account Managers and senior stakeholders with technical insights and recommendations. • Translate complex technical concepts into clear, accessible language for non-technical audiences.

🎯 Requirements

• 5+ years of experience within a managed services provider environment. • At least 3 years in an advanced Level 2, Senior Engineer or Escalation Engineer capacity. • Proven experience supporting multiple client environments. • Demonstrated experience leading technical escalations and major incidents. • Strong ability to mentor and support junior engineers. • Excellent written and verbal English communication skills. • Strong documentation and client communication capabilities. • Advanced Microsoft 365 administration. • Strong knowledge of Exchange Online, SharePoint Online, Microsoft Teams and Microsoft Entra ID. • Experience with Conditional Access, Microsoft Defender, Intune, Security & Compliance, eDiscovery, Group Policy and PowerShell. • Practical experience with Microsoft Azure, including Azure Virtual Machines, networking and storage. • AWS fundamentals, with exposure to Route 53. • Strong Windows Server and Active Directory administration experience. • Solid knowledge of DNS, DHCP, file and print services, storage and server lifecycle management. • Strong understanding of TCP/IP, VLANs, subnetting, routing and switching. • Experience with VPN technologies and firewall administration, including exposure to WatchGuard and UniFi. • Experience with VMware, Hyper-V and virtual infrastructure. • Experience with endpoint detection and response, security monitoring and incident response. • Exposure to platforms such as Huntress, ThreatLocker and Microsoft Defender. • Knowledge of email security solutions. • Experience with Veeam, backup validation, disaster recovery and business continuity. • Familiarity with MSP platforms including HaloPSA, Datto RMM, IT Glue and monitoring and automation tools. • Experience supporting Australian MSP clients. • Exposure to AEC industry applications. • Microsoft or Azure certifications. • ITIL exposure or certification. • Security-related certifications.

🏖️ Benefits

• Get paid in Australian Dollars • Medical insurance from day one for you + spouse (or parents if unmarried) • Generous OPD coverage from doctor visits to all your medical needs • Home office setup allowance to build your ideal workspace • Internet allowance to keep you connected • Gym & wellness allowance to stay fit and balanced • Work hard, play hard – regular team events & engagement activities • Diji Assist – Mental health & counseling support when you need it • We invest in you – reimbursement for industry certifications • Open-door culture – your ideas and feedback always matter • Flexible work – home or office, wherever you do your best work • Rewards & recognition that actually recognize you • Great christmas & financial year-end parties to unwind with your loved ones