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 (2008–2016), 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