0 Job - EMBS

Senior Escalations Engineer

Contract

Full Time

Location

Castle Donnington, Nottinghamshire

Salary

£45,000

You know the drill, when every fix has been tried and nothing's worked, you're the one they call. You're solving complex problems daily, yet it feels like your skills and hard work are going largely unnoticed.

 

If you're ready for a role that truly values what you bring to the table, offers a clear path for career progression, and maybe even has one eye on a future leadership opportunity, it might be time for a conversation.

 

We’re working with a thriving East Midlands MSP on a brand new role, one that’s been created because the business is genuinely growing. Six new clients are lined up over the next six months, and they need an IT Infrastructure Engineer who can hit the ground running, take ownership of the complex stuff, and be a real support to the team around them.

 

This is predominantly an office-based role, with a small number of planned client site visits each month (no reactive call-outs). You’ll report directly to the Head of Service and sit at the top of the service desk structure.

 

What You’ll Be Doing

 

  • Taking ownership of complex escalated tickets and seeing them through to a proper resolution
  • Being the go-to for the team — approachable, reliable, and technically sharp
  • Mentoring first and second-line engineers and helping them develop
  • Building and improving knowledge base documentation
  • Contributing to project delivery and migrations where needed
  • Occasional planned maintenance visits to Midlands-based clients (approx. twice a month)

 

What You’ll Need

 

  • 3+ years in a customer-facing MSP support role (or strong equivalent experience)
  • Strong Microsoft 365, Azure/Entra, Active Directory, and networking fundamentals
  • A methodical troubleshooter who goes for root cause, not quick fixes
  • Calm and confident communicator — both remotely and with clients face-to-face
  • Full UK driving licence and access to your own vehicle
  • RMM/PSA tool experience is a bonus

 

What’s in it for you

 

  • £35,000 – £45,000 depending on experience
  • Private healthcare with Vitality
  • Quarterly performance-related pay
  • EMI share scheme
  • Paid professional exams and weekly training sessions
  • A genuine pathway into a project-focused role as the business grows
  • A tight-knit team where attitude is valued as much as ability

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