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Team Accord | Business Technology | IT Strategy | Cyber Security | MSP | Power Platform | ERP
Due to continued growth and exciting new projects, we’re looking for a skilled Infrastructure / Escalations Engineer to join our expanding technical team.
This is a senior role designed for someone who thrives on solving complex problems, enjoys getting stuck into project delivery and can serve as an escalation point for challenging support issues. If you're looking for variety, ownership and exposure to a broad range of modern technologies, we’d love to hear from you.
Key Responsibilities
* Act as a 2nd/3rd line escalation point for the service desk team, resolving complex technical issues
* Design, implement and support infrastructure projects including server, network and cloud environments
* Own and manage escalated tickets from end to end, ensuring timely resolution and clear communication
* Contribute to the development of technical standards and internal documentation
* Support onboarding and technical due diligence for new customers
* Deliver exceptional customer service, both remotely and on-site
* Undertake field-based work as required for project delivery and escalated support
* Participate in scheduled out-of-hours work when needed (e.g. critical updates, migrations or emergency support)
* Strong experience in a Managed Service Provider (MSP) or similar multi-client environment
* Advanced knowledge of Microsoft Windows Server, Active Directory and Group Policy
* Expertise in Microsoft 365 and Azure services, including identity, security and tenant management
* Solid understanding of networking fundamentals (VLANs, firewalls, VPNs, DNS, DHCP)
* Experience with backup, disaster recovery and business continuity solutions
* Comfortable working with virtualisation platforms (Hyper-V, VMware)
* Demonstrable experience handling high priority/escalated issues under pressure
* Experience with RMM and PSA tools
* Industry certifications (e.g., Microsoft, CompTIA, Cisco)
* Understanding of cyber security frameworks and compliance
What You’ll Get
* A supportive, collaborative team where your input and ideas are valued
* Varied, challenging work across a broad customer base
* Opportunities for progression, training and certification
* A growing company with a focus on doing the right thing for our clients and our team
Location: Hybrid – office-based (Inverness) with flexibility for remote working.
Note: Field-based work and some out-of-hours availability will be required as part of this role.
Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Full-time
Job function
* Job function
Information Technology
* Industries
IT Services and IT Consulting
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Dingwall, Scotland, United Kingdom 2 weeks ago
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