At a Glance
- Tasks: Resolve complex incidents in backup, storage, and infrastructure environments.
- Company: Global managed services provider specialising in data protection and cyber resilience.
- Benefits: Competitive salary, night shift premium, and opportunities for professional growth.
- Other info: Mentor junior engineers and thrive in a high-pressure, night shift environment.
- Why this job: Join a dynamic team and tackle challenging technical issues while making a real impact.
- Qualifications: 5+ years in technical support with strong experience in backup technologies and cloud platforms.
The predicted salary is between 36000 - 60000 £ per year.
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
Support Escalation Engineer - L4 (Night Shift - 10pm-6am) in Glasgow employer: The SJB Group
Join a leading global managed services provider that prioritises employee growth and development, offering a dynamic work culture where your expertise as a Support Escalation Engineer will be valued. With a focus on data protection and cyber resilience, you'll benefit from a collaborative environment that encourages knowledge sharing and mentorship, all while working in a supportive night shift team that ensures work-life balance. Enjoy competitive benefits and the opportunity to tackle complex technical challenges in a role that is both meaningful and rewarding.
StudySmarter Expert Advice🤫
We think this is how you could land Support Escalation Engineer - L4 (Night Shift - 10pm-6am) in Glasgow
✨Tip Number 1
Network like a pro! Reach out to folks in the industry on LinkedIn or at tech meetups. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for those tricky interview questions! Brush up on your technical skills and be ready to discuss your experience with backup technologies and troubleshooting. We want to see how you handle real-world scenarios.
✨Tip Number 3
Show off your problem-solving skills during interviews. Share specific examples of how you've tackled complex incidents in the past. This will demonstrate your ability to thrive in high-pressure situations, especially during night shifts.
✨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, we love seeing candidates who are genuinely interested in joining our team.
We think you need these skills to ace Support Escalation Engineer - L4 (Night Shift - 10pm-6am) in Glasgow
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights your experience with backup technologies and virtualisation. We want to see how your skills match the job description, so don’t be shy about showcasing your relevant achievements!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you’re the perfect fit for the Support Escalation Engineer role. Share specific examples of how you've tackled complex incidents in the past.
Show Off Your Troubleshooting Skills:In your application, give us a glimpse of your troubleshooting prowess. Mention any specific tools or methods you’ve used to resolve issues, especially in high-pressure situations. We love a good problem-solver!
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 don’t miss out on any important updates from our team!
How to prepare for a job interview at The SJB Group
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of backup technologies like Veeam and Commvault, as well as virtualisation tools such as VMware and Hyper-V. Being able to discuss these in detail will show that you're not just familiar with them, but that you can troubleshoot and resolve complex issues effectively.
✨Showcase Your Problem-Solving Skills
Prepare examples from your past experience where you've successfully resolved critical incidents or complex service requests. Highlight your analytical skills and how you prioritised tasks under pressure, especially in a night shift environment.
✨Communicate Clearly and Confidently
Since this role involves collaboration with internal teams and external vendors, practice articulating your thoughts clearly. Use the STAR method (Situation, Task, Action, Result) to structure your responses, ensuring you convey your communication and stakeholder management skills effectively.
✨Demonstrate Your Mentorship Ability
As a senior escalation point, you'll be expected to mentor junior engineers. Think of ways you've contributed to knowledge sharing in previous roles and be ready to discuss how you can support and guide others in this position.
