Senior Escalations Engineer

Reformed IT Limited; Nottingham; Hybrid; GBP 45,000 - 65,000; Full time

Job summary

Reformed IT Limited is seeking a Senior Escalations Engineer to solve problems nobody else can. The role is primarily remote with structured site visits to client sites, about 10% of the time. You will own escalations, mentor engineers, and contribute to migrations and technical improvements.

Ideal candidates have at least 3 years in a customer-facing MSP role, strong troubleshooting, and solid Windows/M365 experience. A UK driving licence and willingness to travel are required.

Qualifications

• Minimum 3 years in a customer-facing MSP support role.
• Strong troubleshooting with a methodical approach.
• Experience handling complex escalations across varied environments.
• Solid Windows end-user support and Microsoft 365 administration.
• Good knowledge of AD, Group Policy, and networking fundamentals.
• Azure experience including identity management and cloud troubleshooting.
• Excellent communication, time management, and autonomous work style.

Responsibilities

• Act as senior escalation point for complex tickets across our client base.
• Diagnose and resolve advanced issues remotely with root-cause focus.
• Own escalated tickets through to resolution and keep clients informed.
• Mentor engineers and help build technical depth on the team.
• Create and improve technical docs to reduce recurring issues.
• Contribute to project delivery including migrations and rollouts.
• Carry out planned maintenance visits to client sites (~10%).
• Use site visits to understand client setups and spot issues early.

Skills

Customer-facing MSP experience

Troubleshooting

Escalation management

Communication skills

Time management

Autonomy

Site visit readiness

Client relationship building

Tools

Windows OS

Microsoft 365 (Exchange/Teams/SharePoint)

Active Directory

Group Policy

DNS/DHCP/TCP-IP

Azure Entra

Site visits / remote support tooling

Job description

We're looking for a Senior Escalations Engineer to join the team in a role built around one thing: solving the problems nobody else can. The majority of your work is remote and desk-based — taking ownership of the complex escalations, the tricky intermittent faults, and the tickets that need a different level of thinking.

Alongside that, you'll carry out a small number of planned maintenance visits to client sites. These aren't emergency call-outs — they're structured visits that keep you close to our clients' environments and mean clients have a face they know and trust. It's about 10% of the role, but it matters.

If you want to manage infrastructure all day or stay firmly behind a screen, this probably isn't for you. If you want deep technical problem-solving, real client relationships, and a role where your ability genuinely gets noticed — keep reading.

What you’ll be doing:

• Acting as the senior escalation point for complex support tickets across our client base
• Diagnosing and resolving advanced technical issues remotely, with a focus on root cause rather than quick fixes
• Owning escalated tickets through to resolution, keeping clients informed clearly and professionally throughout
• Mentoring and coaching engineers on the team — helping them build confidence and technical depth
• Creating and improving technical documentation and knowledge articles to reduce recurring issues
• Contributing to project delivery including migrations, rollouts, and technical improvements
• Carrying out planned maintenance visits to client sites (approximately 10% of the role) — keeping environments healthy and relationships strong
• Using site visits to build familiarity with client setups and proactively spot issues before they become tickets

What we’re looking for:

• At least 3 years' experience in a customer-facing MSP support role
• Strong troubleshooting skills with a logical, structured, and methodical approach
• Experience handling technical escalations across varied client environments
• Solid knowledge of Windows devices and end-user support at a senior level
• Strong Microsoft 365 skills including Exchange, Teams, SharePoint, and user administration
• Good working knowledge of Active Directory and Group Policy
• Solid networking fundamentals — DNS, DHCP, TCP/IP, WiFi
• Azure experience including identity management, Entra, and cloud troubleshooting
• Excellent communication skills — clear, calm, and confident with customers at all levels, remotely and in person
• The ability to manage your own time and workload effectively, working autonomously
• Comfortable with occasional planned site visits for maintenance and client relationships
• A full UK driving licence and access to your own vehicle with business travel insurance