IT Escalation Engineer

Doherty Associates, Inc.

United Kingdom

Hybrid

GBP 55,000 - 75,000

Full time

8 days ago

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Benefits offered by this job

Basic salary plus bonus

Company pension

Employee Assistance Programme

Private medical insurance

Income protection

33 days holidays

Job summary

Doherty Associates, Inc. in the United Kingdom seeks an experienced Escalations Engineer (3rd Line) to act as the final authority for complex incidents and major incidents. You will own proactive managed services, regular audits, health checks, and assessments, and engage customers as a trusted technical authority.

This role balances deep technical troubleshooting with proactive service delivery, mentoring junior engineers and delivering clear RCA-backed remediation plans.

Qualifications

Proven experience as a senior/3rd line engineer in a Managed Services environment.
Strong experience with Microsoft technologies and ITSM tooling.
Fluent English with strong written communication skills.

Responsibilities

Act as primary escalation point for complex incidents and major incidents.
Lead problem management and RCA investigations with preventative recommendations.
Deliver audits, health checks, and technical reports translating findings into client guidance.
Mentor 1st/2nd line engineers and contribute to knowledge sharing.
Engage with clients remotely or on-site and communicate complex issues clearly.

Skills

Microsoft tech

Windows Server

Active Directory

Endpoint management

Networking basics

Security best practices

ITSM tools

ITIL processes

English fluency

Problem solving

Tools

ConnectWise Manage

Job description

Doherty Associates (DA) has delivered IT solutions for over 30 years to some of the world's most prestigious and demanding clients. We focus on the professional and financial services sectors, including private equity, venture capital, and legal firms - including some of the UK's top ten law firms.

We are a Microsoft Gold Partner with five Solutions Partner Designations (including Modern Work), a Tier 1 Microsoft CSP relationship and are ISO27001 & ISO9001 accredited.

We are a pioneering and innovative organisation focusing on "cloud-first" projects, enabling, and enhancing hybrid and modern workplace capabilities for customers; we pride ourselves on our passion and expertise to deliver transformations and managed services to our customers.

About the role

Reporting to the Service Desk Manager, the Escalations Engineer (3rd Line Support) is a senior technical specialist acting as the final escalation point for complex incidents, problems, and major incidents. You will engage directly with customers as a trusted technical authority and own and delivery of proactive managed technical services, including regular audits, health checks, and assessments.

This is a role for an experienced engineer who can thinks independently, takes ownership, and can balance deep technical troubleshooting with structured, proactive service delivery.

We will look for you to demonstrate success by:

Ensuring escalations are resolved efficiently and correctly, with fewer repeat incidents
Helping develop junior engineers to become more capable, confident, and effective professionals
Effectively delivering audits and health checks, ensuring these are valued, repeatable, and impactful
Ensuring that the technical risks are identified and addressed proactively

Key Responsibilities

Escalation Support & Technical Leadership

Act as the primary escalation point for complex and high-impact incidents across managed services
Lead Problem Management and Major Incident investigations, including root cause analysis (RCA) and preventative recommendations
Resolve advanced Incidents, Problems, and non-standard Requests within ConnectWise Manage, working across infrastructure, cloud, and Microsoft platforms
Confidently engage senior technical colleagues, Professional Services engineers, Microsoft, or third-party vendors when required
Maintain high-quality, detailed ticket notes, RCA documentation, and remediation plans
Act as a peer reviewer for technical changes and change control submissions, ensuring quality and risk awareness
Continuously improving service quality, resilience, and security through independent analysis and recommendations

Managed Technical Services Ownership

Own and deliver repeatable, high-quality technical managed services, such as:
Monthly or quarterly technical health checks
Technical baseline reviews
M365, Azure, endpoint, and infrastructure audits
Configuration and best-practice assessments
Produce clear, professional technical reports that translate findings into practical recommendations for clients and Account Managers
Identify risks, service gaps, and improvement opportunities before they become incidents
Feed recommendations into Continual Service Improvement (CSI) initiatives and service roadmaps
Work closely with Service Delivery and Account Management teams to ensure audit outcomes lead to real-world improvements

Client Engagement & Technical Authority

Act as a technical escalation for customers during high-severity incidents or complex investigations
Attend client meetings where deep technical input or explanation is required (remote or occasional on-site)
Support Account Managers and Service Delivery Managers during:
Technical service reviews
Proposal validation and solution assurance
Service transition and early-life support (hyper-care)
Communicate complex technical issues clearly, calmly, and commercially to both technical and non-technical stakeholders

Technical Mentoring & Knowledge Leadership

Act as a technical mentor and role model for 1st and 2nd Line Engineers
Coach engineers on troubleshooting techniques, diagnostic thinking, and "how to think", not just "what to do"
Deliver internal lunch & learns, walkthroughs, and technical deep dives on:
Recurring issues and lessons learned
New technologies and changes to platforms
Best-practice operational approaches
Raise the overall technical maturity and confidence of the service desk

Documentation, Standards & Process Improvement

Create, review, and improve:
Technical procedures and runbooks
Known error records and troubleshooting guides
Service and platform documentation
Ensure documentation remains current as environments and services evolve
Contribute to the ongoing improvement of service desk tooling, standards, and ways of working
Represent Managed Services during project handovers and service transition, ensuring operational readiness

Qualification, skills, and experience

Proven experience operating as a senior or 3rd Line Engineer within a Managed Services environment
Strong experience with Microsoft technologies, such as:
Windows Server and Active Directory
Solid understanding of:
Endpoint and device management
Networking fundamentals (DNS, DHCP, TCP/IP, VPNs)
Security principles and best practices
Experience working with ITSM tooling (e.g. ConnectWise Manage) and ITIL-aligned processes
Fluent spoken English with very good writing skills (e.g. wiring technical documentation)

About the person

Professional and calm demeanour
Comfortable taking ownership of complex issues from investigation through to resolution and prevention
A natural problem-solver who can think independently and critically rather than relying solely on runbooks
Confident engaging directly with customers and internal stakeholders
Passionate about innovation and improving services, not just fixing tickets
Excellent communicator, both verbally and in writing
Patient, approachable and respectful; ability to support colleagues and help with their professional development as well as build strong professional relationships with colleagues across the business
Methodical with strong analytical and problem-solving skills
High sense of urgency and accountability

What we offer in return