Senior Escalation Technician – 24/7 ITIL MSP Expert

FluidOne Ltd.; Southwick; On-site; GBP 28,000 - 42,000; Full time

Benefits offered by this job

Subsidised health and dental care

Employee Assistance Programme (EAP)

Life assurance (3x salary)

Pension contribution – 5%

Job summary

FluidOne Ltd. is seeking an Escalation Technician for the Brighton Branch to manage escalated incidents within the Service Desk, including on‑call duties.

The role combines technical escalation with a strong focus on delivering a high-quality customer experience while ensuring ITIL and ISO 9001/27001 alignment. You will work closely with the team, guide peers, monitor SLAs, and help drive continuous improvement.

Qualifications

• Experience with ITIL and ISO 9001/27001 is preferred.
• Experience in service desk escalation and incident management.
• Strong attention to detail and proactive problem solving.
• Excellent verbal and written communication skills.

Responsibilities

• Technical Support and Escalation: act as primary escalation point for complex requests.
• Minimise aged requests and ensure timely resolution.
• Guide team members to strengthen capability and support development.
• Maintain Customer Backup and Disaster Recovery solutions.
• Monitor SLAs to meet contractual obligations.
• Assist triage of service requests and re-prioritise workloads as needed.
• Support a detail-oriented, logical approach to problem solving.
• Respond to queries via Teams, 3CX, or in person.
• Maintain excellent telephone manners and customer service.
• Ensure activities align with ITIL processes and ISO standards.
• Contribute to continuous improvement and process automation.

Skills

Strong communication

Organisational skills

Customer service

Telephone manner

Tools

Microsoft Teams

3CX

Job description

FluidOne Ltd. is seeking an Escalation Technician for the Brighton Branch to manage escalated incidents within the Service Desk, including on‑call duties.

The role combines technical escalation with a strong focus on delivering a high-quality customer experience while ensuring ITIL and ISO 9001/27001 alignment. You will work closely with the team, guide peers, monitor SLAs, and help drive continuous improvement.