Senior Network & Cloud Escalation Engineer (L3)

Dijital Team Pty; United States; Remote; USD 90,000 - 150,000; Full time

Benefits offered by this job

Medical insurance from day one

Home office setup allowance

Internet allowance

Gym & wellness allowance

Flexible work

Industry certifications reimbursement

Job summary

Dijital Team Pty is seeking an experienced L3 Engineer to act as the final escalation point for complex infrastructure and security issues. You will own incidents end-to-end, improve environments, and guide L1/L2 engineers across networking, MS 365, and Azure.

The role focuses on design, implementation, and security improvements within an MSP/Multi-customer setting, with ITIL-aligned processes and strong customer-facing communication.

Qualifications

• 7+ years of relevant IT infrastructure or technical support experience, with demonstrated L3-level capability.
• Strong hands-on networking expertise across design, implementation, configuration, and troubleshooting.
• Strong network security experience covering firewalls, VLANs, switches, and routers.
• Strong Microsoft 365 experience and hands-on exposure to Microsoft Azure and cloud infrastructure.
• Proven ability to independently investigate and resolve complex technical issues.
• Experience conducting root cause analysis and implementing permanent technical solutions.
• Previous MSP or multi-customer experience is highly regarded.
• Good understanding of ITIL principles and IT service management practices.
• Ability to operate as final technical escalation point and make sound decisions independently.
• Experience guiding or mentoring L1/L2 engineers.

Responsibilities

• Act as the final technical escalation point for complex L3 incidents and infrastructure issues.
• Own escalated technical issues from initial investigation through to successful resolution.
• Diagnose and resolve complex issues across networking, Microsoft 365, Azure, and Windows infrastructure.
• Design, configure, and implement network solutions across customer environments.
• Troubleshoot and manage firewalls, VLANs, switches, routers, connectivity, and network security.
• Investigate complex infrastructure issues, identify root causes, and implement permanent solutions.
• Support and administer Microsoft 365 environments across the broader Microsoft technology stack.
• Support Azure environments and cloud infrastructure.
• Proactively identify opportunities to strengthen the security, reliability, and performance of customer environments.
• Review existing infrastructure and recommend technical improvements.
• Provide technical guidance and support to L1/L2 engineers.
• Collaborate with third-party vendors and technology providers when vendor-level assistance is required.
• Maintain clear and accurate technical documentation and knowledge articles.
• Follow ITIL/ITSM processes for incidents, changes, and activities.
• Contribute to infrastructure, networking, and security projects as the function develops.
• Communicate clearly with customers, stakeholders, and technical colleagues.
• Participate in team meetings, knowledge sharing, and collaboration.

Skills

L3 escalation

Networking

Microsoft 365

Azure

Windows infrastructure

Security

ITIL

Mentoring L1/L2

Tools

Microsoft 365

Microsoft Azure

Microsoft Intune

Networking technologies

Firewalls

VLANs

Switches & routers

Network security

Windows Server

Job description

Dijital Team Pty is seeking an experienced L3 Engineer to act as the final escalation point for complex infrastructure and security issues. You will own incidents end-to-end, improve environments, and guide L1/L2 engineers across networking, MS 365, and Azure.

The role focuses on design, implementation, and security improvements within an MSP/Multi-customer setting, with ITIL-aligned processes and strong customer-facing communication.