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Escalation Engineer, Enterprise Service Desk
ABACUS
·
2.8
Edinburgh
Apply now

Job details

Pay information not provided
Annual leave, Employee discount, Life insurance, Private dental insurance, Company pension, Private medical insurance, Discounted gym membership, Company events
Weekend availability
Edinburgh

Full job description

The Escalation Engineer is a senior Tier 3 engineering role within the Service Delivery organisation, acting as the primary technical owner and escalation authority for a portfolio of high-visibility, high-touch clients. Beyond resolving complex incidents, the role is responsible for preventing them, driving stability, operational maturity, and long-term technical improvement Operating at the intersection of infrastructure engineering, service operations, and client advisory, this role delivers proactive technical leadership across client environments and the shared multi-tenant platform. Unlike traditional escalation support, this position functions as a trusted technical partner to both the client and internal teams. The Escalation Engineer maintains deep familiarity with assigned environments and provides
white-glove service, ensuring consistent standards, effective troubleshooting, and durable resolutions.

DUTIES AND RESPONSIBILITIES:
  • Act as the senior escalation point for Tier 1 and Tier 2 Service Desk administrators for assigned clients.
  • Respond to calls/emails/messages from technical POC's from assigned clients in a timely and efficient manner.
  • Collaborate with SME engineering teams to uphold operational and architectural standards.
  • Promote documentation, knowledge sharing, and service continuity.
  • Take full ownership of complex or business-critical incidents through permanent resolution.
  • Lead incident bridges and coordinate internal and external stakeholders during major outages for assigned clients.
  • Liaise with assigned clients CXM on a regular basis to discuss ongoing issues, trends, and technical road map.
  • Provide clear status communication and expectation management throughout incident lifecycles.
  • Perform root cause analysis and implement preventative remediation.
  • Maintain regular updates for active incidents and projects in ServiceNow.
  • Identify systemic risks and drive proactive remediation across client environments.
  • Translate business requirements into technical recommendations and improvement roadmaps.
  • Build trusted relationships with client stakeholders and advocate for client outcomes.
  • Participate in a rotating out-of-hours escalation schedule.
  • Work shifts between 7:00am and 6:00pm, including coverage during team absences.
  • Occasionally perform planned maintenance and project work during evenings and weekends
Skills:
  • Advanced Windows domain administration and troubleshooting.
  • Microsoft 365, including Teams, Exchange, Intune, SharePoint, Azure Cloud, and Azure AD.
  • Storage Area Networks (Nimble, Pure Storage).
  • Public cloud platforms (Azure and AWS).
  • Multi-factor authentication solutions (Microsoft Authenticator, DUO).
  • Backup and recovery solutions (Veeam, MSP360, AWS).
  • Core networking concepts including TCP/IP, LAN/WAN, DHCP, DNS, routing, switching, and firewalls.
  • Citrix XenApp administration.
  • Identity and access management (Okta).
  • Windows Server and Linux Server OS management.
  • Virtualisation platforms (VMware, OpenShift).
  • Secure Email Gateway / Email Security Gateway solutions (Proofpoint, Mimecast).
  • PowerShell scripting.
  • Endpoint protection / Anti-Virus software (SentinelOne).
  • VoIP systems and platforms (Cisco, Microsoft Teams)
ATTRIBUTES THAT WILL DRIVE SUCCESS:
  • Clients view the engineer as a trusted resource.
  • Major incidents become less frequent and shorter in duration.
  • Client environments continuously improve under active stewardship.
  • Escalations decrease due to preventative engineering and knowledge transfer.
    • he engineer raises the technical maturity of both the client and the service desk
Qualifications:
  • Bachelor's Degree or equivalent in professional experience
  • Microsoft Certified (MCSE) a plus
  • AZ104, MSCE, Windows server admin
  • VMWare Certified (VCP VCA)
  • Minimum 3-5 years of experience in a tier 3 support of simialr.

The benefits package consists of:

  • Generous annual leave entitlement plus bank holidays (pro-rata if part-time working hours apply)
  • Gym discount
  • Life insurance
  • Comprehensive travel insurance for you and your family in line with scheme rules
  • Confidential well-being and counselling support
  • Competitive Compensation
  • Contributory pension scheme
  • Company events
  • Private Medical and Dental Insurance

If you feel you have the necessary experience to go forward for this role, please apply now. We'd love to see your CV.

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