[Hiring] Technical Escalation Engineer @Kontak Recruitment

Role Description

If you are the kind of engineer who gets a boost out of untangling complex problems, owning escalations from start to finish, and being the person everyone turns to when things get tricky, this one is worth your attention.

A growing UK-based managed service provider with a client base spanning mainly education but also healthcare, real estate, and beyond is expanding its remote team and looking for a sharp, adaptable Technical Escalation Engineer based in Cape Town.

This is a senior-level, fully remote role where you will be working directly alongside a technical team overseas, handling escalations from first and second line engineers, contributing to project delivery, and keeping complex environments running smoothly. The work is varied, the problems are real, and no two days will look the same.

As the company works with clients in the education sector, the successful candidate will be required to undergo child-safety screening and criminal background checks.

Qualifications

• Solid working knowledge of Microsoft 365, Microsoft Azure, and Microsoft Entra ID (Azure AD)
• Experience with Microsoft Intune and endpoint management
• Familiarity with Google Workspace administration, including tenant configuration and migrations
• Proven background in a senior technical or escalation engineering role, ideally within an MSP environment
• Strong networking fundamentals covering LAN, WLAN, WAN, and VLAN
• PowerShell scripting ability for automation and task management
• Demonstrable experience handling escalations from first and second line teams
• Comfortable engaging directly with end users and customer stakeholders over phone and in writing
• Stable power backup solution in place, such as an inverter, UPS, or solar power
• Reliable, high-speed internet connection sufficient for remote work
• Own hardware meeting minimum specifications, being an Intel Core i5 or equivalent processor, no older than three to four years, with 16GB RAM or more (hardware can be supplied if needed)
• A track record of staying with employers for meaningful periods, showing commitment and longevity

Requirements

• Handle escalations passed up from first and second line engineers, taking full ownership through to resolution
• Troubleshoot complex issues across Windows Server environments, Microsoft 365, Azure, and cloud platforms
• Manage and support Microsoft Intune, Entra ID, and endpoint policy configurations
• Administer and support Google Workspace environments including tenant migrations and ongoing configuration
• Deliver assigned project packages such as server deployments, virtual environment setups, and email migrations
• Identify backup failures, diagnose server component issues, and resolve business-critical incidents efficiently
• Communicate clearly with end users via telephone and written channels, including VIP customers who require fast, confident support
• Engage with vendors and third parties where required to resolve complex or unfamiliar issues
• Produce and maintain accurate technical documentation, SOPs, and knowledge base entries
• Contribute to automation and scripting using PowerShell to improve efficiency and reduce repetitive tasks
• Apply security-by-design principles across all delivered solutions and customer environments
• Proactively identify gaps and opportunities in customer environments during quieter periods
• Support and mentor junior engineers through troubleshooting and technical review

Benefits

• None