We're looking for a Senior Escalations Engineer to join the team in a role built around one thing: solving the problems nobody else can. The majority of your work is remote and desk-based — taking ownership of the complex escalations, the tricky intermittent faults, and the tickets that need a different level of thinking.
Alongside that, you'll carry out a small number of planned maintenance visits to client sites. These aren't emergency call-outs — they're structured visits that keep you close to our clients' environments and mean clients have a face they know and trust. It's about 10% of the role, but it matters.
If you want to manage infrastructure all day or stay firmly behind a screen, this probably isn't for you. If you want deep technical problem-solving, real client relationships, and a role where your ability genuinely gets noticed — keep reading.
What you'll be doing
- Acting as the senior escalation point for complex support tickets across our client base
- Diagnosing and resolving advanced technical issues remotely, with a focus on root cause rather than quick fixes
- Owning escalated tickets through to resolution, keeping clients informed clearly and professionally throughout
- Mentoring and coaching engineers on the team — helping them build confidence and technical depth
- Creating and improving technical documentation and knowledge articles to reduce recurring issues
- Contributing to project delivery including migrations, rollouts, and technical improvements
- Carrying out planned maintenance visits to client sites (approximately 10% of the role) — keeping environments healthy and relationships strong
- Using site visits to build familiarity with client setups and proactively spot issues before they become tickets
What we're looking for
- At least 3 years' experience in a customer-facing MSP support role
- Strong troubleshooting skills with a logical, structured, and methodical approach
- Experience handling technical escalations across varied client environments
- Solid knowledge of Windows devices and end-user support at a senior level
- Strong Microsoft 365 skills including Exchange, Teams, SharePoint, and user administration
- Good working knowledge of Active Directory and Group Policy
- Solid networking fundamentals — DNS, DHCP, TCP/IP, WiFi
- Azure experience including identity management, Entra, and cloud troubleshooting
- Excellent communication skills — clear, calm, and confident with customers at all levels, remotely and in person
- The ability to manage your own time and workload effectively, working autonomously
- Comfortable with occasional planned site visits for maintenance and client relationships
- A full UK driving licence and access to your own vehicle with business travel insurance
Nice to have, not essential
- Experience with RMM and PSA tools within an MSP
- Exposure to server environments and virtualisation
- Firewall, switch, or access point configuration experience
- Experience supporting or leading migrations, office setups, or technical projects
- Security awareness and experience with security-focused tooling
What we offer
We invest heavily in our people — development is built into how we work, and progression is real for people who want it.
Development & recognition
- Weekly training sessions
- Paid professional exams
- Quarterly performance-related pay
- EMI share scheme via Vestd
- Real progression in a fast-growing business
Health & wellbeing
- Private healthcare with Vitality
- Discounted family membership via Vitality
- Health & wellbeing programme
- Company events
- Free parking
We're growing fast, and the right person will grow with us. You'll own real problems — not just clear a queue — work directly with clients, support the team around you, and have the freedom to solve things the right way rather than the quick way.
Tell us about
yourself.
A few quick questions so we get a real sense of you before we talk — it takes a couple of minutes. To attach a CV, email it to [email protected] and mention the role.
- A real person reads and replies
- No agencies, no spam, no list-selling
- We'll keep your details on file for future roles