Escalation Engineer

We are looking for an experienced Escalation Engineer with 5+ years of expertise in managing and troubleshooting enterprise environments. The role involves acting as an escalation point for Service Desk, resolving complex issues related to Windows Server, Exchange, Office 365, and network infrastructure. The candidate will handle advanced troubleshooting, security threats, server and desktop support, while ensuring timely incident resolution within SLAs.

Key Responsibilities

Act as escalation point for Service Desk and resolve complex technical issues

Troubleshoot Windows Server, Exchange, and Office 365 environments

Manage server hardware, storage, and network infrastructure

Handle advanced security threats (malware, viruses, etc.)

Support Microsoft Office and customer-specific applications

Monitor, track, and resolve incidents within SLAs

Perform root cause analysis and maintain documentation

Install, configure, and troubleshoot desktops, software, and peripherals Technical Skills

Windows Server (20082016), Active Directory

Exchange Server & Office 365 VMware / Hyper-V virtualization

Firewalls: Fortinet, Cisco ASA, SonicWALL LAN/WAN, VPN, DNS, DHCP, MPLS

Basic scripting/automation tools

Experience & Qualification

5+ years as Server/Network Engineer or Administrator

Degree in Computer Science / IT or equivalent