Escalation Engineer
Escalations Support Engineer (2nd / 3rd Line)
Managed Services | Surrey-based with Client Site Travel
Why Join This Opportunity?
- Join a fast‐growing managed services environment where quality and ownership genuinely matter
- Play a key escalation role, trusted with complex issues and high‐impact customer situations
- Work in a collaborative, no‐blame culture that values curiosity, learning, and shared success
- Influence service quality, processes, and tooling, not just tickets
- Build long‐term career progression with training, certifications, and exposure to modern technologies
The Role
This is a senior technical support role for an experienced 2nd/3rd line engineer who enjoys solving complex problems, taking full ownership of escalations, and delivering calm, human service under pressure. You’ll act as a technical authority within the support function while supporting frontline colleagues and improving how services are delivered overall.
Key Responsibilities
- Act as the final escalation point for advanced or persistent technical issues
- Perform deep troubleshooting and root cause analysis, focusing on permanent fixes
- Own escalated tickets end‐to‐end, ensuring clear updates and SLA adherence
- Support and mentor frontline engineers, reducing unnecessary escalations
- Attend client sites when hands‐on investigation or resolution is required
- Work with vendors and third parties to drive timely outcomes
- Produce clear technical documentation and contribute to the shared knowledge base
- Identify recurring issues and help shape long‐term service improvements
What We’re Looking For
Essential
- Proven 2nd or 3rd line support experience, ideally within an MSP or similar environment
- Strong troubleshooting across:
- Microsoft 365
- Azure AD
- Windows Server
- Networking fundamentals
- Virtualisation platforms
- Confident communicator able to explain complex issues in plain, reassuring language
- Calm under pressure, able to juggle priorities and customer impact
- Strong sense of ownership and accountability
- Full UK driving licence and willingness to attend client sites
Advantageous
- Relevant certifications (Microsoft, CompTIA, ITIL or similar)
- Experience with RMM and PSA tools
- Scripting or automation exposure
- Experience contributing to process improvement or service optimisation initiatives
Salary & Package
- Competitive salary
- EV car salary sacrifice scheme
- Company pension contribution
- Employee discount scheme
- Free on‐site parking
- 20 days annual leave (plus bank holidays), increasing with service
- Quarterly all‐team socials
- Clear long‐term career progression within a growing organisation
Call to Action
If you’re a senior support engineer who values ownership, clarity, and long‐term solutions—and you want to play a meaningful role in improving customer outcomes—apply now or request a confidential discussion to learn more.