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.

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.

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.