Escalation Engineer

About the Role

I am looking for an experienced Third Line Windows Support Engineer to join my clients dynamic IT team. This role is ideal for a highly skilled professional who thrives in a fast-paced environment, has a deep understanding of Windows-based systems, and is capable of resolving complex IT issues.

Key Responsibilities

• Provide third-line technical support for Windows-based environments, troubleshooting and resolving advanced issues.

• Support and maintain Windows Server infrastructure, including Active Directory, Group Policy, and DNS.

• Monitor system performance, security, and availability to ensure a stable IT environment.

• Act as an escalation point for second-line support, offering guidance and resolution for complex technical problems.

• Manage and support virtualization platforms, such as VMware or Hyper-V.

• Assist in planning and executing system upgrades, patching, and migrations.

• Ensure adherence to security best practices, compliance policies, and IT governance frameworks.

• Collaborate with cross-functional teams to improve IT services and implement new technologies.

• Document troubleshooting processes, configurations, and IT policies.

• Provide support for Cisco and HP networking devices, including switches, routers, and firewalls.

• Assist in configuring, troubleshooting, and maintaining Cisco and HP network infrastructure.

Essential Skills

• Extensive experience providing third-line support in a Windows-based enterprise environment.

• Strong knowledge of Windows Server (2016/2019/2022) and Active Directory management.

• Expertise in Group Policy, DNS, DHCP, and PowerShell scripting.

• Experience with virtualization technologies such as VMware and Hyper-V.

• Solid understanding of networking principles, including TCP/IP, VPNs, and firewalls.

• Hands-on experience with Cisco and HP networking equipment.

• Familiarity with cloud technologies, such as Microsoft Azure or Office 365.

• Strong problem-solving skills with a proactive and analytical approach.

• Excellent communication skills and ability to work effectively with technical and non-technical stakeholders.

Desirable Skills

• Experience with enterprise backup and disaster recovery solutions.

• Knowledge of ITIL best practices and service management processes.

• Microsoft certifications (e.g., MCSE, MCSA, AZ-104) are a plus.

• Cisco (CCNA/CCNP) and HP networking certifications are advantageous.

• Exposure to automation tools such as Ansible or SCCM.