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- Tasks: Provide advanced technical support for backup and recovery systems during night shifts.
- Company: Join Assured Data Protection, a leader in data backup and disaster recovery services.
- Benefits: Enjoy hybrid working, team-building events, and a dynamic work environment.
- Other info: Flexible working practices and a commitment to diversity and inclusivity.
- Why this job: Make a real impact by solving complex technical issues and supporting customers globally.
- Qualifications: 5+ years in technical support with strong customer service skills required.
The predicted salary is between 36000 - 60000 £ per year.
Location: Hybrid – Remote / Leeds
Job Type: Full-Time – Night Shift (10pm-6am)
About Us
Assured Data Protection is a global leader in data backup and disaster recovery managed services, specialising in safeguarding against data loss and downtime in the event of a disaster, cyber or ransomware attack. Our fully managed services include immutable backup, disaster recovery, and cyber resiliency to protect data on‑premises and in the cloud, with 24/7/365 expert support.
Job Summary
We are looking for a bright, enthusiastic individual to join our technical support team (night shift 10pm‑6am) as an L4/ Escalation engineer. Responsible for providing advanced technical skills across the majority of disciplines detailed below, including hardware, software, and network‑related issues, this position is primarily home‑based with the exception of your initial onboarding and training (daytime hybrid) and occasional travel to our other offices as per mutual agreement.
Key Responsibilities
- Provide advanced technical support for backup and recovery systems, including hardware, software, and network‑related issues
- Collaborate with other support teams to resolve complex incidents and service requests
- Troubleshoot and resolve issues related to backup and recovery software, network, and disk storage
- Ensure that backup and recovery systems are operating within defined SLAs
- Document incidents and service requests in the helpdesk system
- Provide guidance and training to lower tier support team members and act as a senior escalation point
- Assist in the deployment and configuration of new backup and recovery hardware and software
- Communicate with customers on a technical level to provide immediate resolution where possible; ensuring tickets are managed and progressed correctly within the appropriate SLAs
- Develop and maintain internal documentation
- Liaise with suppliers and vendors in relation to customer related issues
- Become a subject‑matter expert for one or more of our products or services and be a key reference point for both support and other teams
Accountabilities and Performance Measures
Minimum of 5 years of experience in a technical support role with a focus on backup and recovery systems. The ideal candidate will be a bright and enthusiastic individual who is dedicated to achieving great results, and they will ideally have cross‑section of the following job specific skills, attributes and experience:
- Highly customer centric with a passion for providing excellent customer service
- Experience of working within a busy customer environment, preferably in a technical and / or service provider area
- Strong interpersonal and communication skills; tactful, diplomatic and sympathetic when dealing with customer problems and showing empathy with customer issues
- Strong analytical skills
- Proactive and forward‑thinking approach with the ability to respond and decision make autonomously
- Confident with the ability to interact with members of all support teams including team leaders, managers and directors
- Experience in understanding and diagnosing technical problems at an enhanced level
- An eye for detail, preventing any tickets from breaching SLAs and the tenacity to ensure others adhere to processes
- A willingness to learn and not be afraid to get involved in unfamiliar areas of technology
- Excellent time management / organisational skills; being able to work well in critical or high‑pressure situations often single‑handedly
- Strong technical expertise in server, network and disk storage systems
- Experience with enterprise backup and recovery systems such as Rubrik, Veritas NetBackup, Commvault or Veeam – a major advantage
- Experience with virtualization technologies such as VMware, Nutanix or Hyper‑V
- Experience with Cloud Technologies
- Knowledge of storage area networks (SANs) and network‑attached storage (NAS)
- Excellent communication skills and the ability to interact with end‑users at all levels
- Experience with ticketing systems and SLAs
- Ability to work in a fast‑paced environment and handle multiple tasks simultaneously
Desired Technical Experience
Whilst we don’t expect you to be an expert in all areas, this is the highest level of our technical support team and as such, you will need to demonstrate deep knowledge of at least some of the technology below, and possess an interest and willingness to expand your technical knowledge in other areas is required.
- Data Management technologies (Rubrik, Veeam, Commvault, Nutanix etc)
- Performance troubleshooting for compute, network or storage bottlenecks
- A solid grasp of IP and subnetting
- An understanding of ethernet, switching, cabling and patching
- Windows Servers
- Linux/Unix Servers
- VSphere Servers
- Hyper‑V Servers
- Nutanix Servers
- SQL servers (any variety)
- Switches
- Firewalls
- SAN, NAS or DAS Raid Arrays
- Public Cloud infrastructure, e.g., Azure, AWS, GCP
What We Offer
- Hybrid working options for flexibility
- Regular team‑building and off‑site company events
- A dynamic, inclusive, and collaborative work environment
At Assured Data Protection we value diversity and inclusivity. We offer perks such as flex holidays and flexible working practices to allow our employees to show up as their whole selves. We are an equal‑opportunity employer, and we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. If you have a disability or special need that requires accommodation, please do not hesitate to let us know. You must have the legal right to work in the UK at the time of application, as we are unable to offer visa sponsorship for this role.
Escalation Engineer – Service Desk (L4) NIGHT SHIFT employer: Assured Data Protection
Contact Detail:
Assured Data Protection Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Escalation Engineer – Service Desk (L4) NIGHT SHIFT
✨Tip Number 1
Network like a pro! Reach out to current employees on LinkedIn or other platforms. Ask them about their experiences and any tips they might have for landing the Escalation Engineer role. A friendly chat can sometimes lead to insider info that gives you an edge.
✨Tip Number 2
Prepare for the interview by brushing up on your technical skills. Make sure you can confidently discuss backup and recovery systems, as well as any relevant technologies like Rubrik or Veeam. We want to see your passion and expertise shine through!
✨Tip Number 3
Showcase your customer service skills during the interview. Remember, this role is all about helping customers with their tech issues. Share examples of how you've gone above and beyond to resolve problems in the past.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team at Assured Data Protection.
We think you need these skills to ace Escalation Engineer – Service Desk (L4) NIGHT SHIFT
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Escalation Engineer role. Highlight your experience with backup and recovery systems, and any relevant technical skills that match the job description. We want to see how you fit into our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to express your enthusiasm for the role and the company. Share specific examples of how you've tackled technical challenges in the past, especially in customer-centric environments.
Show Off Your Technical Skills: In your application, don’t shy away from showcasing your technical expertise. Mention any experience with tools like Rubrik, Veeam, or cloud technologies. We love candidates who are proactive and eager to learn more!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re serious about joining our team!
How to prepare for a job interview at Assured Data Protection
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of backup and recovery systems, especially the ones mentioned in the job description like Rubrik, Veeam, and Commvault. Be ready to discuss your experience with these technologies and how you've used them to solve complex issues.
✨Show Off Your Customer Service Skills
Since this role is highly customer-centric, prepare examples that showcase your ability to handle customer problems with empathy and professionalism. Think of specific situations where you turned a frustrated customer into a satisfied one.
✨Demonstrate Problem-Solving Prowess
Be prepared to walk through your thought process when troubleshooting technical issues. Interviewers will want to see how you approach problems, so consider discussing a challenging incident you resolved and the steps you took to get there.
✨Ask Insightful Questions
At the end of the interview, don’t shy away from asking questions about the team dynamics, the technologies they use, or their approach to customer service. This shows your genuine interest in the role and helps you gauge if it’s the right fit for you.