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For Companies 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.
- 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.
- Other info: Mentor junior engineers and thrive in a high-pressure, night shift environment.
The predicted salary is between 45000 - 55000 £ 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 Newcastle upon Tyne employer: The SJB Group
Contact Detail:
The SJB Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Support Escalation Engineer - L4 (Night Shift - 10pm-6am) in Newcastle upon Tyne
✨Tip Number 1
Network like a pro! Reach out to folks in the industry, attend meetups or webinars, and connect with people on LinkedIn. 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. Practising with a friend can help you feel more confident when it’s your turn to shine.
✨Tip Number 3
Show off your problem-solving skills during interviews. Share specific examples of how you've tackled complex incidents in the past, especially in high-pressure situations. This will demonstrate your ability to handle the demands of a night shift role.
✨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 proactive about their job search!
We think you need these skills to ace Support Escalation Engineer - L4 (Night Shift - 10pm-6am) in Newcastle upon Tyne
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 role, 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: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, we can’t wait to see what you bring to the table!
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 platforms 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 for various issues, especially in storage and networking. Use real-life examples to demonstrate how you approach problems and ensure you can articulate your thought process clearly.
✨Highlight Your Mentoring Experience
Since mentoring junior engineers is part of the role, think of instances where you've shared your knowledge or guided others. Be ready to discuss how you foster collaboration and contribute to a positive team environment.
✨Demonstrate Your Customer Focus
Emphasise your customer-centric approach by sharing examples of how you've handled critical issues while maintaining strong communication with stakeholders. Show that you understand the importance of managing expectations and delivering results under pressure.