Senior Technical Escalation Engineer - Remote (Cape Town)

Kontak Recruitment; Cape Town; On-site; ZAR 446,400 - 669,600; Full time

Job summary

Kontak Recruitment is seeking a Senior Technical Escalation Engineer in Cape Town for a fully remote role working with an overseas technical team. You will own escalations from start to finish, troubleshoot complex issues across Windows Server, M365, Azure, and cloud platforms, and contribute to project delivery.

Must have solid knowledge of M365, Azure, Intune, and Google Workspace, plus strong networking, PowerShell, and customer communication skills.

Qualifications

• Solid working knowledge of Microsoft 365, Azure, and Entra ID.
• Experience with Microsoft Intune and endpoint management.
• Familiarity with Google Workspace administration, including tenant configuration and migrations.
• Proven background in a senior technical or escalation engineering role, ideally within an MSP environment.
• Strong networking fundamentals covering LAN, WLAN, WAN, and VLAN.
• PowerShell scripting ability for automation and task management.
• Demonstrable experience handling escalations from first and second line teams.
• Comfortable engaging directly with end users and customer stakeholders over phone and in writing.
• Stable power backup solution in place, such as an inverter, UPS, or solar power.
• Reliable, high-speed internet connection sufficient for remote work.
• Own hardware meeting minimum specifications, being an Intel Core i5 or equivalent processor, no older than three to four years, with 16GB RAM or more.
• A track record of staying with employers for meaningful periods, showing commitment and longevity.

Responsibilities

• Handle escalations passed up from first and second line engineers, taking full ownership through to resolution.
• Troubleshoot complex issues across Windows Server environments, Microsoft 365, Azure, and cloud platforms.
• Manage and support Microsoft Intune, Entra ID, and endpoint policy configurations.
• Administer and support Google Workspace environments including tenant migrations and ongoing configuration.
• Deliver assigned project packages such as server deployments, virtual environment setups, and email migrations.
• Identify backup failures, diagnose server component issues, and resolve business‑critical incidents efficiently.
• Communicate clearly with end users via telephone and written channels, including VIP customers who require fast, confident support.
• Engage with vendors and third parties where required to resolve complex or unfamiliar issues.
• Produce and maintain accurate technical documentation, SOPs, and knowledge base entries.
• Contribute to automation and scripting using PowerShell to improve efficiency and reduce repetitive tasks.
• Apply security-by-design principles across all delivered solutions and customer environments.
• Proactively identify gaps and opportunities in customer environments during quieter periods.
• Support and mentor junior engineers through troubleshooting and technical review.

Skills

Escalation management

Customer communication

Problem solving

Mentoring

Remote work readiness

Tools

Microsoft 365

Azure

Entra ID (Azure AD)

Microsoft Intune

Google Workspace

PowerShell

Job description

Kontak Recruitment is seeking a Senior Technical Escalation Engineer in Cape Town for a fully remote role working with an overseas technical team. You will own escalations from start to finish, troubleshoot complex issues across Windows Server, M365, Azure, and cloud platforms, and contribute to project delivery.

Must have solid knowledge of M365, Azure, Intune, and Google Workspace, plus strong networking, PowerShell, and customer communication skills.