The SJB Group
Support Escalation Engineer - L4 (Night Shift - 10pm-6am)
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Job Title: Escalation Engineer
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
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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
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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
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