Senior Escalation Engineer

Dijital Team

. Serve as the senior escalation point for complex infrastructure, networking, Microsoft 365 and security issues.

Posted 8/2/2026full-timeRemote • 🇱🇰 Sri LankaSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive experience in advanced Microsoft 365 administration, technical incident management, and infrastructure support, with a strong focus on client outcomes and service quality improvement. Capable of leading technical escalations, mentoring junior engineers, and translating complex technical concepts for diverse audiences.

Highest-signal resume keywords

Advanced Microsoft 365 AdministrationTechnical Incident ManagementInfrastructure SupportClient CommunicationMentoring Junior Engineers

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Microsoft AzureWindows Server AdministrationActive Directory AdministrationTCP/IPVLANsRouting and SwitchingVPN TechnologiesFirewall AdministrationVirtual InfrastructureBackup Validation

Soft Skills

Excellent Written CommunicationExcellent Verbal CommunicationStrong Documentation SkillsClient Relationship BuildingProblem-Solving

Tools & Technologies

Microsoft TeamsExchange OnlineSharePoint OnlineMicrosoft DefenderIntunePowerShellVMwareHyper-VHaloPSADatto RMM

Certifications & Qualifications

Microsoft CertificationsAzure CertificationsITIL CertificationSecurity-Related Certifications

Industry Keywords

Managed Services ProviderService Maturity InitiativesAustralian MSP ClientsAEC Industry ApplicationsIncident Response

Tech Stack

Tools & technologies

AWSAzureCloudDNSSwitchingTCP/IPVMware

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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