Salary: £26,000 - 26,000 per year Requirements: Minimum 4 years experience working within an IT support environment. Proven experience operating in a senior or advanced IT support role (e.g. Senior IT Technician, Senior ICT Support Technician, Technical Escalation Engineer or similar). Strong experience supporting Windows-based environments and end users. Experience working with structured ticketing systems and formal escalation processes. Confident in owning and resolving complex technical issues under pressure. Strong communication skills, with the ability to provide clear guidance to both technical and non-technical users. Ability to work independently and make sound technical decisions without line management authority. Full UK Driving Licence and access to own vehicle. Enhanced DBS and Security clearance checks will be carried out. Responsibilities: Act as the sole technical escalation point for the ICT support team. Take ownership of incidents, recurring issues, and technical problems. Lead technical aspects of projects, including infrastructure changes and deployments. Provide technical guidance and support to ICT technicians. Maintain planned site presence across supported locations while retaining escalation responsibility at all times. Support the IT Support Manager with delegated technical workload and escalation oversight. Ensure incidents and escalations are resolved in line with agreed processes and SLAs. Participate in incident response, coordinating technical resolution and communication. Contribute to documentation, knowledge sharing, and continuous improvement of support processes. Technologies: ICT Support Security Windows Flow More: At Vocosa IT, we offer a wide range of services related to IT, AV, CCTV, and access control solutions, primarily in private businesses and educational settings across England and Wales. We are excited to present an opportunity for an experienced Principal Technical Engineer to join our team, acting as the primary technical escalation point within our IT Support function. This role features structured working patterns alternating between planned on-site presence and remote work. We prioritize professional development in a collaborative environment focused on service improvement. last updated 5 week of 2026