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 Leicester employer: The SJB Group
Join a leading global managed services provider renowned for its commitment to data protection and cyber resilience. As a Support Escalation Engineer, you'll thrive in a dynamic night shift environment that fosters collaboration and innovation, while enjoying opportunities for professional growth and mentorship. With a strong focus on employee well-being and a culture that values expertise, this role offers a rewarding experience for those looking to make a significant impact in the tech industry.
StudySmarter Expert Advice🤫
We think this is how you could land Support Escalation Engineer - L4 (Night Shift - 10pm-6am) in Leicester
✨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 you to shine when it comes to showcasing your expertise.
✨Tip Number 3
Don’t forget to follow up after interviews! A quick thank-you email can go a long way in keeping you top of mind. Plus, it shows you’re genuinely interested in the role.
✨Tip Number 4
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 proactive about their job search.
We think you need these skills to ace Support Escalation Engineer - L4 (Night Shift - 10pm-6am) in Leicester
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Support Escalation Engineer role. Highlight your experience with backup technologies and troubleshooting skills, as these are key for us. Use specific examples that showcase your expertise in complex incident resolution.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Share why you're passionate about this role and how your background aligns with our needs. Don’t forget to mention your experience in a night shift environment and your customer-focused approach.
Showcase Your Technical Skills:In your application, be sure to list all relevant technical skills, especially those related to backup, storage, and cloud platforms. We want to see your familiarity with tools like Veeam or AWS, so don’t hold back!
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 keen on joining 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. Be ready to discuss specific scenarios where you've successfully resolved complex incidents in these areas.
✨Showcase Your Troubleshooting Skills
Prepare to walk through your troubleshooting process during the interview. Think of a few challenging incidents you've faced and how you approached them. This will demonstrate your analytical skills and ability to handle critical issues effectively.
✨Highlight Your Collaboration Experience
Since this role involves working with internal teams and external vendors, be ready to share examples of how you've collaborated in the past. Discuss any mentoring experiences too, as they show your leadership potential and willingness to contribute to team knowledge.
✨Emphasise Your Customer-Focused Mindset
This position requires a proactive approach to problem-solving. Prepare to discuss how you've prioritised customer needs in previous roles and how you ensure that service requests are managed within SLAs while maintaining high-quality support.
