Job Title: Technical Escalation Engineer
Location: MK/Hybrid/On-Site
Reports to: Head of Technical Services

Job Description:

The Technical Escalation Engineer should provide strategic oversight and proactive assistance to all departments within the region. The aim is to provide seamless integration of new technologies to customers as well as to ensure the region has the technical expertise to support these technologies for our customers to ensure their smooth operation. In addition, this role provides proactive as well as reactive troubleshooting for incidents, problems, Pre-Sales solutions as well as Professional Services projects. The engineer will drive and foster collaboration between all region departments to enhance our technical expertise as well as skill-up all departments when it comes the products and solutions we sell and support. The role requires travel to site, when required, and liaising closely with key customer and AirIT stakeholders. Resources in the role are expected to maintain a professional, smart appearance that reflects the high standards of the business and our client base.

Roles and Responsibilities:

• Collaborate with NOC and SD engineers to ensure they understand when and how a Problem ticket should be raised off the back of a string of reoccurring incidents.
• Assist with client audits, including information for ISMS due diligence questionnaires, and be involved in customer audits, penetration tests, and Cyber Essentials when required
• Manage all region Problem tickets from beginning to end to ensure reoccurring incidents for both NOC and SD are resolved at the root cause; providing better support for our customers as well as freeing up engineer’s time to focus on new incidents and avoid reoccurring firefighting.
• Analyse ticket trends and customer complaints; working closely with the SDMs to discover Problems that haven’t previously been discovered.
• Provide lessons learned/training to NOC/SD off the back of resolved Problems so that similar Problems are caught earlier going forward and engineers are skilled-up in the process.
• Develop and implement strategies for continuous improvement in escalation processes.
• Provide expert guidance and mentorship to technical staff.
• Stay updated with the latest trends and developments in technology and MSP best practices.
• Develop and implement IT policies and procedures that align with the organisation’s goals and objectives, ensuring all IT systems are secure, reliable, and efficient.
• Provide guidance and support to the NOC (Network Operations Centre), Professional Services (PS), Service Desk (SD), and Solutions Team.
• Upskill all departments to elevate overall performance.
• Manage and Resolve “P0” incidents; complete system wide/core system outages that are too complex or widespread for a 3rd line engineer to handle
• Investigate and resolve active Cybersecurity threats or data breaches including collaboration with third party cyber insurance companies on BCDR processes.
• Investigate and resolve issues that could lead to non-compliance with regulations for customers such as GDPR/Financial data breaches.
• Where needed, the engineer will need to provide project remediation for projects that have gone live, haven’t met their objectives and the PS engineer has moved onto another project. This includes assessing project issues, developing remediation plans, and executing strategies to bring projects back on track.
• The engineer will need to provide thorough analysis of failed projects and feed this back to PS/Pre-Sales to prevent reoccurrence
• Where needed the engineer will provide assistance/guidance to the Pre-Sales department on complex solutions.
• Where needed, the engineer will attend client sites to work with Key contacts to deliver the overall departmental services.
• The engineer will work closely with Gold Client Service Delivery Management (SDM) team to provide dedicated support for Gold Clients.
• The engineer is responsible for developing Business Continuity and Disaster Recovery (BC/DR) documentation and ensuring its effectiveness through initial testing before transitioning it to the Network Operations Centre (NOC) for ongoing tests.
• The engineer will be responsible for assessing and completing sign off of all new Gold customer business take-ons via Operational Acceptance Criteria assessments of documentation. Only once signed off will the customer be handed over to SD for BAU support.
• The engineer will provide Major Incident Management for all region P1 incidents. Ensuring communications are sent to customers in a timely manner and the ticket is resolved and if need be escalated as and when needed to provide a speedy resolution.
• Provide support to TLC customers and work closely with the Customer Experience Managers/Service Delivery managers to ensure TLC customers are given extra attention where needed and a high level of technical support.

Knowledge, and Experience:

• Minimum of 5 years of experience in a technical support or project delivery role
• Strong technical background with experience collaborating with various departments.
• Excellent problem-solving, analytical, and decision-making skills.
• Ability to work under pressure and manage multiple tasks simultaneously.

Note: This description is not intended to establish a total definition of the job but an outline of the duties.

What’s In It for You?
We offer a competitive salary, professional development opportunities, and the chance to work in a collaborative and innovative environment. With us, you’ll play a pivotal role in shaping the future of IT services while growing your career in a high-energy, rewarding role.

Joining our team comes with its perks:

• Hybrid working options for a better work-life balance
• 25 days annual leave plus bank holidays
• Ongoing learning and development opportunities
• Cycle to work scheme and technology vouchers
• Enhanced family leave
• Celebration day - an additional day off each year to celebrate an occasion important to you
• Salary sacrifice pension
• 2 paid volunteer days - We believe in the power of giving back to our communities and want to actively support employees efforts to make a positive impact
• Company social events and competitions
• Discount and Cashback Scheme
• Group Income Protection
• Life Insurance
• EAP and Virtual GP Service

Why Join Us?
This is your chance to work alongside an inspiring leadership team in an organisation that values efficiency, collaboration, and innovation. You’ll gain exposure to high-level operations and contribute to the success of a thriving company.