Escalations Engineer

Cloudbox; Cape Town; On-site; ZAR 600,000 - 900,000; Full time

Job summary

Cloudbox is seeking an experienced Escalation Engineer to join our global IT managed services team in Cape Town. You will lead architectural design and deployment of Azure infrastructure, handle advanced escalations, and drive onboarding projects and cloud migrations.

The role emphasizes security, automation, and service efficiency, with a focus on customer satisfaction and process improvement. MSP experience and Azure expertise are essential.

Qualifications

• 5+ years in multi-faceted IT support roles, MSP experience essential.

Responsibilities

• Assist with architecture, implementation and management of Azure infrastructure.
• Assist with technical escalation of issues from the wider support team.
• Assist with customer onboarding projects and Cloud migrations.
• Manage escalated tickets and requests.
• Keep customers informed on status and progress of tickets.
• Technical security operations, SaaS service and platform management.
• Implement automation and service efficiency measures with scripting and development.
• Aid customer retention and satisfaction.
• Help to improve efficiency, processes, documentation and automation.

Skills

Azure

Azure AD

Intune

PowerShell

SCCM

Office 365

DNS

Security best practices

Education

Microsoft Certifications (Azure)

Tools

SCCM

RMM tools

Azure DevOps

Job description

Overview

Cloudbox is a global IT managed service provider with a specific focus on the financial services industry. We provide fully outsourced IT built around best of breed public cloud solutions, ensuring the security and uptime of our customer environments backed up by our fanatical 24x7 support. This is a dynamic and fast paced environment that needs people that a strong desire to learn and a ‘can do’ attitude.

Role Description

The Escalation Engineer is a key part of the Cloudbox service framework acting as an escalation point for customer issues raised by the wider support team. The Escalation Engineer will be expected to:

• Assist with the architecture, implementation and management of Azure infrastructure
• Assist with technical escalation of issues from the wider support team
• Assist with customer onboarding projects and Cloud migrations
• Managing escalated Tickets and Requests
• Keep customers informed on status and progress of their Tickets
• Technical security operations, SaaS service and platform management
• Implementing automation and service efficiency measures with scripting, coding and development, and API integrations
• Aid customer retention and satisfaction
• Help to improve efficiency, processes, documentation, and automation.

Technical skills

• Azure infrastructure project implementation including design and deployment, and including serverless architecture
• Azure infrastructure migration project design and implementation
• High-availability Azure infrastructure design and management experience
• Excellent technical troubleshooting capabilities including Windows OS and applications, email flow and routing, and Office 365 services.
• Understanding of Group Policy/ADMX within Intune/Endpoint Manager
• Good practical experience of Intune and device management/compliance
• Excellent understanding and practical of public DNS records
• Understanding of best practice security principles
• Deployment of applications using third party tools – SCCM or other RMM application
• Understanding of SCIM and SSO with Azure AD
• Good understanding and practical experience of backup best practices and restore processes.
• Strong knowledge of the following vendor services extremely beneficial: Mimecast, Proofpoint, Cisco Duo, Exclaimer, Dropsuite, KnowBe4, Datto RMM, Windows Hello for Business, Acronis, Azure IaaS, Azure Backup, Azure Site Recovery.
• Good working knowledge of networks, switching, routing and traffic management
• PowerShell scripting and use for administration and automation.

Soft Skills

• Customer focused, with an analytical approach with good questioning & listening skills
• Excellent verbal and written communication skills suitable for an international audience
• A confident team player with a positive can-do attitude
• Fanatical attention to detail
• An ability to learn quickly, and a willingness to study and obtain new certifications and skills (certification will be a KPI of the role)
• Dependable, hardworking and self-motivated.

Technical Qualifications

• Current Microsoft Certifications in AZ or MS track s, preferably to ‘expert’ level.

Experience

5+ years' experience, multi-faceted IT support roles. Previous MSP experiences essential.