Senior Escalation Engineer - Remote IT Support

F3 Design; United Kingdom; Remote; GBP 91,000 - 113,000; Full time

Job summary

F3 Design is seeking an experienced Client Services - Escalations specialist to act as the senior point of resolution for escalated incidents. You will own issues beyond frontline Helpdesk, respond in person where applicable, by phone, or electronically, and mentor junior team members.

Based in a remote environment, you will troubleshoot hardware, software, connectivity, and account access while maintaining timely, professional updates.

Qualifications

• 5+ years of experience in helpdesk, desktop support, escalation support, or technical support environments.
• Experience resolving hardware and software issues.
• Strong communication and ability to explain technical concepts to non-technical users.
• Proficiency with desktop and server OS, networking, and common business apps.

Responsibilities

• Serve as the primary escalation point for end-user issues and first-line staff requiring advanced technical assistance.
• Respond to escalated incidents and service requests through phone, email, ticketing systems, and direct support interactions.
• Troubleshoot and resolve intermediate to advanced hardware, software, connectivity, account access, and application-related issues.
• Maintain end-to-end ownership of escalated support requests, documenting actions and communicating updates.
• Escalate unresolved, high-impact, or specialized issues per procedures.
• Mentor junior Helpdesk staff and share best practices.
• Participate in and adhere to all standard operating procedures and service standards.

Skills

Customer service

Communication

Troubleshooting

Documentation

Prioritization

Job description

F3 Design is seeking an experienced Client Services - Escalations specialist to act as the senior point of resolution for escalated incidents. You will own issues beyond frontline Helpdesk, respond in person where applicable, by phone, or electronically, and mentor junior team members.

Based in a remote environment, you will troubleshoot hardware, software, connectivity, and account access while maintaining timely, professional updates.