At a Glance
- Tasks: Solve complex technical issues and build strong client relationships.
- Company: Dynamic tech company focused on innovative problem-solving.
- Benefits: Remote work, competitive salary, and opportunities for professional growth.
- Other info: Enjoy a mix of remote work and client visits for relationship building.
- Why this job: Make a real impact by tackling challenging problems and mentoring others.
- Qualifications: 3+ years in customer-facing support, strong troubleshooting skills, and Microsoft 365 expertise.
The predicted salary is between 45000 - 60000 £ per year.
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 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
Senior Escalations Engineer in Nottingham employer: Reformed IT Limited
Join a forward-thinking company that values deep technical problem-solving and fosters strong client relationships. With a remote-first work culture, you'll enjoy the flexibility of desk-based work while also engaging in meaningful planned maintenance visits to client sites, ensuring you build trust and familiarity with clients. We prioritise employee growth through mentorship opportunities and encourage innovation, making this an excellent place for those looking to make a real impact in their role.
