Senior Escalation Engineer
Senior Escalations Engineer
£35k–£45k | Nottingham | Office-based | Permanent
East Midlands MSP | Fast-growing | Great team culture
Are you the person your team comes to when no one else has the answer?
We’re working with a thriving East Midlands MSP on a brand new role, one that’s been created because the business is genuinely growing. Six new clients are lined up over the next six months, and they need a Senior Escalations Engineer who can hit the ground running, take ownership of the complex stuff, and be a real support to the team around them.
This is predominantly a desk-based remote support role, with a small number of planned client site visits each month (no reactive call-outs). You’ll report directly to the Head of Service and sit at the top of the service desk structure.
What You’ll Be Doing
- Taking ownership of complex escalated tickets and seeing them through to a proper resolution
- Being the go-to for the team — approachable, reliable, and technically sharp
- Mentoring first and second-line engineers and helping them develop
- Building and improving knowledge base documentation
- Contributing to project delivery and migrations where needed
- Occasional planned maintenance visits to Midlands-based clients (approx. twice a month)
What You’ll Need
- 3+ years in a customer-facing MSP support role (or strong equivalent experience)
- Strong Microsoft 365, Azure/Entra, Active Directory, and networking fundamentals
- A methodical troubleshooter who goes for root cause, not quick fixes
- Calm and confident communicator — both remotely and with clients face-to-face
- Full UK driving licence and access to your own vehicle
- RMM/PSA tool experience is a bonus
What’s in it for you
- £35,000 – £45,000 depending on experience
- Private healthcare with Vitality
- Quarterly performance-related pay
- EMI share scheme
- Paid professional exams and weekly training sessions
- A genuine pathway into a project-focused role as the business grows
- A tight-knit team where attitude is valued as much as ability