Escalation Engineer

4 weeks ago

Melbourne, Victoria, Australia Sharp People Full time

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Recruiting all things Technology, Sales, Project Services, Product & Design.

Growing Company

Are you the go-to person when tough IT problems need cracking? Our client is seeking a skilled Escalation Engineer with MSP or IT Solutions experience to join their Service Delivery team. You'll be the expert who resolves complex technical issues, ensuring minimal disruption to clients while delivering exceptional service in a fast-paced, customer-focused environment

We're looking for Level 3 experience in:

  • Hyper-V, VMWare
  • MS Active Directory and Group Policy
  • Windows Server 2016 and above
  • Office 365 management
  • SharePoint, OneDrive and File server
  • Email systems including Exchange Server and Exchange Online
  • Networking, VLAN, QOS and firewall experience

In this role, you'll be the key escalation point between the Service Desk and on-site technical teams, solving Level 3 tickets, troubleshooting persistent problems, and sharing your expertise to uplift the whole team. You'll also play a vital role in maintaining documentation, improving processes, and ensuring a high standard of client care.

What we're looking for:

  • 5+ years' IT support experience within an MSP or IT Solutions provider
  • Advanced Level 3 troubleshooting capability
  • Strong customer service and communication skills
  • Intermediate knowledge of Linux, Ubuntu
  • Experience with PSA tools such as AutoTask or ConnectWise
  • A current driver's licence and reliable vehicle
  • Ability to obtain a Working With Children's Check, NDIS Check, and Police Check

Preferred skills:

  • Gmail for Business, Mac support
  • Citrix, Sophos security systems
  • AWS or GCS administration experience

If you're ready to join a team that values integrity, collaboration, and continuous improvement — while having some fun along the way — we'd love to hear from you.

Apply now or contact us for more information.

Seniority level
  • Seniority levelMid-Senior level
Employment type
  • Employment typeFull-time
Job function
  • Job functionInformation Technology
  • IndustriesIT Services and IT Consulting

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