Senior 3rd-Line Escalation Engineer – Microsoft & Cloud

Doherty Associates, Inc.; United Kingdom; Hybrid; GBP 55,000 - 75,000; Full time

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, 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.