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
* Proven 2nd or 3rd line support experience, ideally within an MSP or similar environment
* Strong troubleshooting across:
* Microsoft 365
* Windows Server
* 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
* EV car salary sacrifice scheme
* Company pension contribution
* 20 days annual leave (plus bank holidays), increasing with service
* 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.
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