We are working with a global managed services provider specialising in data protection and cyber resilience who are looking for an experienced Escalation Engineer to join its night support team.
This is a senior technical role focused on resolving complex incidents across backup, storage, and infrastructure environments, while acting as a key escalation point for the wider support function.
Key Responsibilities
* Provide advanced support across backup, recovery, infrastructure, and networking issues
* Act as a senior escalation point for complex incidents and service requests
* Troubleshoot across storage, virtualisation, and cloud environments
* Ensure tickets are managed within SLAs and documented accurately
* Collaborate with internal teams and external vendors to drive resolution
* Support deployment and configuration of backup/recovery solutions
* Mentor junior engineers and contribute to knowledge sharing
Experience & Skills
* ~5+ years in technical support, ideally within an MSP or enterprise environment
* Strong experience with backup technologies (e.g. Veeam, Commvault, NetBackup)
* Solid understanding of virtualisation (VMware, Hyper-V, Nutanix)
* Knowledge of cloud platforms (Azure, AWS or GCP)
* Experience with storage (SAN/NAS), networking fundamentals, and servers (Windows/Linux)
* Strong troubleshooting, communication, and stakeholder management skills
* Comfortable working independently in a high-pressure, night shift environment
What We’re Looking For
* Customer-focused with a proactive, problem-solving mindset
* Strong analytical skills and attention to detail
* Ability to handle critical issues and prioritise effectively