Project Specialist / Escalation Engineer (Dundee)
Our Dundee-based client is seeking a highly skilled and proactive Project Specialist / Escalations Engineer. This role sits at the heart of our project delivery and technical escalation function, combining hands‑on project implementation with ownership of complex, high‑impact support issues. You will be responsible for delivering technical projects end‑to‑end while also acting as a senior technical escalation point for the Service Desk. You will handle the most complex and critical escalated tickets across Microsoft 365, Azure, networking, and on‑premise server environments, ensuring issues are resolved effectively and in line with company standards. The role requires deep technical expertise, strong problem‑solving ability, excellent organisation, and confident client communication. You will be comfortable managing change in live environments, working independently, and visiting client sites where required.
Key responsibilities
* Plan, deliver, and implement IT projects including infrastructure upgrades, cloud migrations, security improvements, and network deployments.
* Own and resolve escalated support tickets from the Service Desk across:
o Microsoft 365 / Office 365
o Azure
o Networking (firewalls, switches, routing, wireless)
o On‑premise servers and core infrastructure
* Act as the final technical escalation point, providing leadership and resolution for complex or business‑critical issues.
* Install, configure, migrate, and maintain server, network, and cloud platforms in line with company standards and best practices.
* Manage technical change in live customer environments, ensuring minimal disruption and clear communication.
* Proactively identify technical risks, capacity issues, and improvement opportunities during project work or escalations.
* Produce high‑quality technical documentation, including implementation notes, configurations, diagrams, and handover documentation.
* Participate in client meetings and site visits to provide technical direction, explanations, and recommendations.
* Support knowledge transfer into STAT and the Service Desk to reduce repeat incidents and improve long‑term stability.
* Remain current with emerging technologies, security threats, and industry best practices.
Qualifications & experience
* Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
* Minimum 5 years’ hands‑on experience in IT support, ideally within a Managed Service Provider (MSP) environment.
* Proven experience in project delivery and senior technical escalation, or clear progression toward this level within an MSP.
* Strong technical expertise across Microsoft 365, Azure, and Windows Server (on‑premise and cloud) environments.
* Solid networking knowledge including TCP/IP, DNS, DHCP, VLANs, routing, and firewalls.
* Full UK driving licence.
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