Escalations Engineer

Overview

• The Escalations Engineer role ensures client environments are stable, secure, and aligned with business outcomes.
• This position involves advanced troubleshooting, Microsoft cloud administration, and proactive risk reduction strategies.
• You will act as a trusted technical advisor, driving continuous improvement and maintaining accurate documentation.
• Collaborate with internal teams to ensure solutions meet standards and best practices.
• Engage with client stakeholders to provide technical insights and actionable recommendations.
• Support the VCIO with technical input for roadmaps, lifecycle planning, and budgets.
• Participate in after-hour maintenance windows or escalations as needed.
• Ensure environments are standardized, documented, and operate with minimal unplanned downtime.

Key Responsibilities & Duties

• Maintain technical health for assigned accounts, understanding infrastructure, cloud services, and business requirements.
• Troubleshoot complex issues across identity, endpoints, cloud, and networking layers.
• Drive proactive improvements, identifying security gaps and coordinating remediation.
• Manage Microsoft Entra ID, Intune, and Azure resources for compliance and security.
• Ensure technical implementations align with standards and vendor best practices.
• Communicate effectively with stakeholders, providing updates and setting expectations.
• Contribute to QBRs with insights on ticket drivers, risk posture, and recommendations.
• Maintain and improve client documentation, diagrams, and configuration records.

Job Requirements

• Bachelor of Science degree in a relevant field is required.
• Minimum of 7 years of experience in IT, with 2+ years in a client-facing technical role preferred.
• Proficiency in Microsoft 365, Entra ID, and Intune device management.
• Working knowledge of Azure fundamentals and Azure Virtual Desktop.
• Certifications such as Azure Administrator Associate (AZ-104) and Endpoint Administrator Associate (MD-102) are preferred.
• Strong troubleshooting skills across identity, endpoint, cloud, and networking layers.
• Excellent communication skills for presenting recommendations to stakeholders.
• Ability to manage multiple clients and competing tasks effectively.