Senior Escalations Engineer - Complex Tech Solver (Remote)

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

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.