Escalation Engineer, Enterprise Service Desk

The Escalation Engineer is a senior Tier 3 engineering role within the Service Delivery organisation, acting as the primary technical owner and escalation authority for a portfolio of high-visibility, high-touch clients. Beyond resolving complex incidents, the role is responsible for preventing them, driving stability, operational maturity, and long-term technical improvement Operating at the intersection of infrastructure engineering, service operations, and client advisory, this role delivers proactive technical leadership across client environments and the shared multi-tenant platform. Unlike traditional escalation support, this position functions as a trusted technical partner to both the client and internal teams. The Escalation Engineer maintains deep familiarity with assigned environments and provides

white-glove service, ensuring consistent standards, effective troubleshooting, and durable resolutions.

DUTIES AND RESPONSIBILITIES:

• Act as the senior escalation point for Tier 1 and Tier 2 Service Desk administrators for assigned clients.

• Respond to calls/emails/messages from technical POC’s from assigned clients in a timely and efficient manner.

• Collaborate with SME engineering teams to uphold operational and architectural standards.

• Promote documentation, knowledge sharing, and service continuity.

• Take full ownership of complex or business-critical incidents through permanent resolution.

• Lead incident bridges and coordinate internal and external stakeholders during major outages for assigned clients.

• Liaise with assigned clients CXM on a regular basis to discuss ongoing issues, trends, and technical road map.

• Provide clear status communication and expectation management throughout incident lifecycles.

• Perform root cause analysis and implement preventative remediation.

• Maintain regular updates for active incidents and projects in ServiceNow.

• Identify systemic risks and drive proactive remediation across client environments.

• Translate business requirements into technical recommendations and improvement roadmaps.

• Build trusted relationships with client stakeholders and advocate for client outcomes.

• Participate in a rotating out-of-hours escalation schedule.

• Work shifts between 7:00am and 6:00pm, including coverage during team absences.

• Occasionally perform planned maintenance and project work during evenings and weekends

Skills:

• Advanced Windows domain administration and troubleshooting.

• Microsoft 365, including Teams, Exchange, Intune, SharePoint, Azure Cloud, and Azure AD.

• Storage Area Networks (Nimble, Pure Storage).

• Public cloud platforms (Azure and AWS).

• Multi-factor authentication solutions (Microsoft Authenticator, DUO).

• Backup and recovery solutions (Veeam, MSP360, AWS).

• Core networking concepts including TCP/IP, LAN/WAN, DHCP, DNS, routing, switching, and firewalls.

• Citrix XenApp administration.

• Identity and access management (Okta).

• Windows Server and Linux Server OS management.

• Virtualisation platforms (VMware, OpenShift).

• Secure Email Gateway / Email Security Gateway solutions (Proofpoint, Mimecast).

• PowerShell scripting.

• Endpoint protection / Anti-Virus software (SentinelOne).

• VoIP systems and platforms (Cisco, Microsoft Teams)

ATTRIBUTES THAT WILL DRIVE SUCCESS:

• Clients view the engineer as a trusted resource.

• Major incidents become less frequent and shorter in duration.

• Client environments continuously improve under active stewardship.

• Escalations decrease due to preventative engineering and knowledge transfer.

• -he engineer raises the technical maturity of both the client and the service desk

Qualifications:

• Bachelor's Degree or equivalent in professional experience
• Microsoft Certified (MCSE) a plus
• AZ104, MSCE, Windows server admin
• VMWare Certified (VCP VCA)
• Minimum 3-5 years of experience in a tier 3 support of simialr.

The benefits package consists of:

• Generous annual leave entitlement plus bank holidays (pro-rata if part-time working hours apply)
• Gym discount
• Life insurance
• Comprehensive travel insurance for you and your family in line with scheme rules
• Confidential well-being and counselling support
• Competitive Compensation
• Contributory pension scheme
• Company events
• Private Medical and Dental Insurance

If you feel you have the necessary experience to go forward for this role, please apply now. We'd love to see your CV.