Escalation Engineer

• 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, 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., * 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, At Robertson Sumner, we only obtain and store your data because we have a legitimate interest to do so - namely help you secure a new job opportunity. In order to provide the best possible employment opportunities that are tailored to you, we need to process certain information about you. We only ask for details that will genuinely help us to help you. We collect your information to assist us in securing you a new job opportunity. This data will be collected either directly from you or via third parties such as LinkedIn or job sites. All data and communications between yourselves and our business will be stored, in a secure onsite server, or external cloud environment, located within the UK/EU. We may share your personal data with various parties, in various ways and for various reasons. Primarily we will share your information with prospective employers to increase your chances of securing the job you want.

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Essential

• Proven 2nd or 3rd line support experience, ideally within an MSP or similar environment
• Strong troubleshooting across:
• Microsoft 365
• Azure AD
• Windows Server
• Networking fundamentals
• Virtualisation platforms
• 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

• Competitive salary
• EV car salary sacrifice scheme
• Company pension contribution
• Employee discount scheme
• Free on-site parking
• 20 days annual leave (plus bank holidays), increasing with service
• Quarterly all-team socials
• Clear long-term career progression within a growing organisation