Information Technology Support Engineer

Escalations Support Engineer Up to £36,000 EV car salary sacrifice scheme Free on-site parking Quarterly team socials Company pension scheme Ongoing training and development opportunities

Our client is a UK-based Managed Service Provider delivers cloud, infrastructure, and managed IT services to a broad client base across multiple industries. They are continuing to grow steadily and have built a collaborative culture centred around teamwork, learning, and delivering excellent customer service.

They are looking for an Escalations Support Engineer to join their support team, acting as a key escalation point for complex technical issues. The role is ideal for someone with strong 2nd or 3rd line MSP experience who enjoys troubleshooting, supporting colleagues, and taking ownership of customer issues through to resolution.

Key Responsibilities Act as the escalation point for advanced or persistent technical issues Carry out detailed troubleshooting and root cause analysis Attend client sites when required for on-site support or investigations Work closely with suppliers, vendors, and third parties to resolve issues Manage escalated tickets within SLA and maintain clear ticket updates Support and mentor Front Line Engineers where needed Contribute to documentation, knowledge sharing, and process improvements Deliver excellent customer service with clear and proactive communication

Skills & Experience Strong 2nd or 3rd line support experience within an MSP environment Broad Microsoft stack experience including: Microsoft 365, Azure / Azure AD, Windows Server, Networking, Virtualisation technologies Experience with RMM and PSA tools Strong troubleshooting and communication skills Ability to manage multiple priorities in a fast-paced environment Scripting or automation experience is beneficial Relevant certifications such as Microsoft, CompTIA, or ITIL are advantageous Full UK driving licence required

If you're interested in this role, please Apply below.