Escalation Engineer, Enterprise Service Desk

Role overview

Responsibilities

• Act as senior escalation point for Tier 1 and Tier 2 service desk administrators and respond to client technical points of contact.
• Own complex and business-critical incidents through permanent resolution; lead major-incident bridges and coordinate stakeholders.
• Perform root cause analysis, implement preventative remediation, identify systemic risks, and improve client stability.
• Liaise with client CXMs on issues, trends, and technical roadmaps; translate business needs into technical recommendations.
• Provide incident updates and expectation management, and update active incidents and projects in ServiceNow.
• Collaborate with engineering teams, uphold operational and architectural standards, and promote documentation, knowledge sharing, and continuity.
• Participate in a rotating out-of-hours escalation schedule; work shifts between 7:00 a.m. and 6:00 p.m., covering team absences.
• Occasionally perform planned maintenance and project work during evenings and weekends.

Technical skills

• Listed technologies include Windows domain administration; Microsoft 365, Teams, Exchange, Intune, SharePoint, Azure and Azure AD; Azure and AWS; and Nimble and Pure Storage SANs.
• Also listed are Microsoft Authenticator and DUO; Veeam, MSP360 and AWS backup; TCP/IP, LAN/WAN, DHCP, DNS, routing, switching and firewalls; Citrix XenApp; Okta; Windows and Linux Server; VMware and OpenShift.
• Further listed technologies include Proofpoint, Mimecast, PowerShell, SentinelOne, Cisco and Microsoft Teams VoIP platforms.

Qualifications

• Bachelor's degree or equivalent professional experience.
• Minimum 3–5 years of experience in Tier 3 support or a similar role.
• MCSE is described as a plus. The qualifications also list AZ-104, MSCE, Windows Server administration, and VMware VCP/VCA without clear mandatory status.

Benefits

• Benefits include annual leave and bank holidays, gym discount, life and travel insurance, wellbeing and counselling support, pension, company events, and private medical and dental insurance.