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Escalation Engineer – Service Desk (L4)

Skills
Backup & Recovery SystemsCustomer ServiceDiplomacyFirewallsIT EscalationNetwork SwitchesPacket Switching
Role

What the job involves

The main requirements, responsibilities and hiring steps.

Requirements

  • Minimum 5 years in a technical support role focused on backup and recovery systems
  • Strong technical expertise in server network and disk storage systems
  • Experience with enterprise backup and recovery tools such as Rubrik Veritas NetBackup Commvault or Veeam
  • Experience with virtualization technologies such as VMware Nutanix or Hyper-V
  • Knowledge of cloud technologies
  • Knowledge of SANs and NAS
  • Excellent communication and customer service skills
  • Experience with ticketing systems and SLA management
  • Ability to work in a fast-paced high-pressure environment
  • Legal right to work in the UK

Nice to have

  • Customer centric
  • Analytical
  • Proactive
  • Detail oriented
  • Tactful
  • Diplomatic
  • Sympathetic
  • Organised
  • Self-motivated

Day to day

  • Provide advanced technical support for backup and recovery systems across hardware software and network issues
  • Troubleshoot complex incidents and service requests while keeping systems operating within defined SLAs
  • Document tickets clearly and liaise with customers vendors and internal teams to drive rapid resolution