Senior Escalation Engineer

About the Role We are looking for an experienced Senior Escalation Engineer to join a high-performing managed services team supporting complex client environments across Microsoft, cloud, infrastructure, networking and security technologies. This senior technical position is responsible for resolving complex issues, leading escalations, mentoring engineers and proactively improving client environments. You will take ownership of technical outcomes, drive root-cause analysis, identify recurring issues and contribute to automation, documentation and continuous service improvement. About the Client You will be working with an established managed services provider supporting organisations across Australia and New Zealand, with a strong focus on technology solutions for the Architecture, Engineering and Construction sector. The organisation delivers managed IT services, cybersecurity, cloud solutions, modern workplace technologies and strategic technology consulting, with a strong commitment to customer outcomes, technical excellence and continuous improvement. Ideal Profile Experience 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. Microsoft & Cloud 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. Infras