| Date | 2024-09-19 |
|---|---|
| Job Title | Escalation Engineer |
| Employer | More Information |
| Salary | market related Monthly |
| Category | It Computing Software |
| Location |
ZA / South Africa |
Job Summary
Role Purpose: The Escalation Engineer is a key part of the company 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 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: 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 either MS or AZ tracks, preferably to expert level.
Escalation Engineer position available in ZA, South Africa. This job position was posted by . The job has been posted on 2024-09-19 in the It Computing Software category
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