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Senior Escalations Engineer


Bristol, England

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£25000 - £29000 per annum

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Darren Brown

We have a fantastic opportunity for a Senior escalations engineer to join our client based in North Bristol. Your role will be to act as part of the Senior IT Escalations team where the team's function is to act as point of escalation for the Escalations engineers, as well as being proactive in maintaining business as usual activities (backup infrastructure, anti-virus infrastructure, etc). This role is predominantly proactive, but there will be an element of reactive work as outlined previously.

The Senior IT Escalations Engineer is responsible for ensuring the efficient resolution of escalated incidents where the resolution is beyond the capabilities of the Escalations engineer. He or she is also responsible for assisting in the identification of root causes of problems and where possible identifying a fix or escalating further.

Hours of work

As the Senior IT Escalations Engineer you will be primarily office-based working from Monday to Friday between the hours 08:00 - 16:00 with the occasional on-call and late shift. The late shift is working from Monday to Friday between the hours of 10:00 - 18:00. A standard day consists of 7.5 hours with a half hour unpaid lunch break. The rota is currently shared between the Service Desk, Escalations and Infrastructure teams. This is provisioned months in advance, but can be amended to accommodate for annual leave, sick leave, etc.

Duties and responsibilities

  • Monitor and maintain practice-based backups; practice-based AV; practice-based networking; as well as other areas of the estates infrastructure as and when required
  • Priority 1 hardware replacement (switching, server, etc)
  • Provide technical support via telephone, remote access, email, training and the ticketing system (System Centre Service Manager)
  • Provide permanent fixes to an incident where the Service Desk/ Escalations engineer teams may have provided a workaround if necessary
  • Troubleshooting and identification of problems within the IT Infrastructure
  • Own an incident until completion or escalation to the Infrastructure team
  • To inspire and mentor junior staff to improve their understanding of and competence in the areas for which he or she is responsible
  • Assign and respond to a ticket within the agreed company SLA
  • Update tickets in your queue every 1 business day at a minimum
  • Primary communication with an affected user is by telephone. Secondary is email through the ticketing system
  • All work, no matter how seemingly insignificant, is documented in the ticketing system
  • Work prioritisation is in alignment with the agreed business SLA
  • Always be looking for opportunities to improve the service we provide
  • Continual personal development (exams, training, studying, etc)

Knowledge and skills

You will have working knowledge and skills in the following areas:


  • Active Directory, Group Policy, DNS, DHCP
  • Windows Server 2008 R2, 2012, 2012 R2 and 2016 (virtual and physical instances)
  • Windows Client Operating Systems 7 and 10
  • Microsoft Office Suite (Including Skype for Business)
  • VEEAM Backup and Replication
  • File and Print services
  • LAN networking - Wired and Wireless (Meraki, Cisco, Dell and HP)
  • Dell Server Hardware (incl. iDrac)
  • Good problem solving and analytical skills
  • Excellent demonstrable English written and verbal communication skills
  • Ability to multi-task and work well under pressure
  • Good team working skills are essential
  • Ability to document processes and procedures in a clear, concise and logical manner
  • Exceptional customer service skills


  • Microsoft SharePoint (on-premise and O365)
  • Microsoft Exchange (on-premise and hybrid) and O365
  • VMWare (ESXi6.0, ESXi 6.5, vCenter)
  • ServiceNow ITSM
  • Solarwindsmonitoring (SAM, NPM, NTA)
  • Powershell
  • MCSA: 2012 and/or MCSA: 2016
  • CCENT and/or CCNA
  • CompTIA A+ and/ or CompTIA N+

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