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.