Support escalation engineer Work, Jobs in Worplesdon, Sry (with Salaries)

2nd Line IT Support Engineer
Global 4 —Horsham
- Full-time
- Customer service
- Mentoring
- Referral programme
Quick apply
Data Center Technician , Operations, IT, & Support Engineering
Amazon Data Services UK Limited —Bracknell
- 12 hour shift
- Computer Science
- AWS
- Bachelor's degree
Network Engineer
UK Connect —Farnborough
- Up to £65,000 a year
- Full-time
- Mentoring
- Computer networking
- Free parking
- Annual leave
Quick apply
Analyst - Data Centre Operations
Redcentric plc —Woking
- Weekend availability
- Customer service
- Communication skills
6d
Senior Support Services Agent
QinetiQ —Farnborough
- £34,000 a year
- Full-time
- Azure
- Windows
- SharePoint
- Employee discount
13d
Technical Customer Success Manager
Mux —London
- £80,000 - £95,000 a year
- Full-time
- Engineering
- Bachelor's degree
- JavaScript
- Annual leave
- Life insurance
10d
3rd Line IT Support Engineer
Communications Solutions UK Ltd —Reading
- £45,000 - £50,000 a year
- Full-time
- Azure
- SharePoint
- In-person
- Free parking
Quick apply
HPC Engineer
Viridien —Crawley
- Full-time
- Computer Science
- DevOps
- Engineering
- Annual leave
Onsite IT Support Engineer (Client Facing)
3Gi Technology Ltd —London
- £26,436.80 a year
- Full-time
- Microsoft Access
- Windows
- Driving
Quick apply
6d
Data Centre Technician , Data Centre Operations
Amazon Data Services UK Limited —Slough
- 12 hour shift
- Computer Science
- AWS
- Bachelor's degree
Operational Readiness Lead
DXC Technology —Farnborough
- Full-time
- IT
- Communication skills
12d
DevOps Engineer
Solera Holdings —Maidenhead
- Full-time
- DevOps
- AWS
- Travel
SRE Technical Lead
Capgemini —Woking
- Hybrid work
- AWS
IT Support Engineer
Platned Ltd —Gerrards Cross
- From £26,000 a year
- Full-time
- Oracle
- Computer Science
- Windows
Quick apply
5d
Operations Coordinator
Gilchrist Engineering Services —Hammersmith
- £34,000 - £40,000 a year
- Full-time
- Microsoft Word
- Microsoft Excel
- Microsoft Outlook
- Free parking
Quick apply
2nd Line Engineer - Yateley
Arc —Yateley
- £30,000 - £40,000 a year
- Customer service
- Computer networking
- SharePoint
13d
Network Engineer – Firewall Security
Universal Music Group —London
- Full-time
- Computer networking
- APIs
- IT
- Annual leave
- Employee assistance programme
Front Office Support Manager
Indra Group UK & Ireland —Redhill
- Full-time
- Hybrid work
- Analysis skills
- Bachelor's degree
- Leadership
- Work from home
- Employee assistance programme
Quick apply
Network Engineer
VIRTUS Data Centres —West Drayton
- Hybrid work
- Azure
- Analysis skills
- Travel
5d
Network Engineer
FalconSmartIT —Guildford
- Azure
- AWS
- Analysis skills
Quick apply

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2nd Line IT Support Engineer

Global 4 -
Horsham

Quick apply

Job details

Permanent | Full-time

Benefits

Paid volunteer time
Referral programme

Qualifications

Customer service
CCNA
DHCP
VoIP
Mentoring
DNS
Telecommunication
IP networking
Root cause analysis

Full job description

2nd Line Technical Support Engineer

Location: Horsham, West Sussex

Position Type: Full-time, Permanent

Hours: Monday to Friday, 08:30 - 17:30

Salary Range: Negotiable (Depending on experience)

About Global 4

At Global 4, we Love Tech. We provide a wide range of market-leading telecom, connectivity, cloud, and IT services to businesses across the UK. Our vision is to solve our customers' technology challenges by advising, implementing, and supporting the right solutions with best-in-class service excellence.

Purpose of the Role

As a 2nd Line Technical Support Engineer, you will bridge the gap between initial triage and deep infrastructure/vendor support. You will act as the key escalation point for our 1st Line team, taking ownership of complex data, broadband, and Unified Communications (UCaaS) faults. Operating in a fast-paced environment, your goal is to troubleshoot technical issues efficiently, hit strict Service Level Agreements (SLAs), and communicate technical resolutions in simple, clear terms to our customers.

Key Responsibilities

Provide 2nd Line Technical Support for escalated incidents across broadband, VoIP, and network infrastructure, ensuring timely and effective resolution with minimal supervision.
Perform advanced diagnostics and fault isolation using tools such as packet capture analysis, SIP tracing, and router configuration interfaces (e.g., CLI, GUI).
Troubleshoot and resolve complex service-affecting issues including latency, jitter, call routing anomalies, and authentication failures across multi-vendor platforms.
Liaise with third-party providers (e.g., carriers, hardware vendors, hosted service platforms) to escalate and coordinate resolution of external faults.
Maintain comprehensive and structured ticket documentation, ensuring all actions, timestamps, and communications are logged in accordance with internal standards and regulatory frameworks (ISO 27001, GDPR).
Conduct validation testing post-resolution, including line tests, QoS verification, and service restoration checks to ensure no residual impact to the customer.
Proactively monitor ticket queues and system alerts, triaging based on severity, SLA targets, and customer impact to maintain operational efficiency.
Contribute to root cause analysis and problem management by identifying recurring faults and proposing long-term fixes or process improvements.
Collaborate with engineering, provisioning, and service delivery teams to ensure seamless handovers and coordinated resolution of cross-functional issues.
Act as a technical escalation point within the team, supporting junior staff and sharing expertise through documentation, training, and peer mentoring.
Demonstrate a strong working knowledge of IP networking (DNS, DHCP, NAT, VLANs), SIP protocol behaviour, and broadband technologies (FTTC, FTTP, ADSL).
Translate complex technical findings into clear, customer-friendly language, ensuring clients are informed and reassured throughout the support lifecycle.

Skills & Qualifications

Essential Experience

Minimum 2 years of experience working in a dedicated Telecoms Support or managed service provider (MSP) helpdesk environment.
Strong fundamental knowledge of IP Networking (DNS, DHCP, NAT, Subnetting, and VLANs).
Proven technical understanding of SIP Protocol behavior and broadband technologies.
A natural aptitude for problem-solving under pressure with impeccable attention to detail.

Desirable Certifications (Highly Advantaged)

Strong practical knowledge of configuring, maintaining, and troubleshooting Meraki or DrayTek routers.
8x8 UCaaS Support Certification (or equivalent hosted VoIP platform qualifications).
CCNA or equivalent networking certification.

Core Competencies

Customer Centric: A passionate, warm, and open approach to customer service with strong conflict resolution skills.
Highly Organised: Able to effectively multitask, prioritise tasks, and jump between varying priority tickets seamlessly.
Solution-Driven: A proactive team player focused on quality execution, trend analysis, and root-cause fix identification.

What We Offer

50% off our Broadband & Utility packages, completely free after two years
£1,000 Refer A Friend Scheme
25 days holiday allowance plus bank holidays- increasing up to 30 days with length of service
£250 Bright Ideas Scheme
Quarterly Top Performer's Day Out
Buy & Sell holiday allowance scheme
Death in service benefit
Friday fridge
Paid Charity leave

Quick apply

Refine Your Search

support escalation engineer jobs in worplesdon, sry

2nd Line IT Support Engineer

Data Center Technician , Operations, IT, & Support Engineering

Network Engineer

Analyst - Data Centre Operations

Senior Support Services Agent

Technical Customer Success Manager

3rd Line IT Support Engineer

HPC Engineer

Onsite IT Support Engineer (Client Facing)

Data Centre Technician , Data Centre Operations

Operational Readiness Lead

DevOps Engineer

SRE Technical Lead

IT Support Engineer

Operations Coordinator

2nd Line Engineer - Yateley

Network Engineer – Firewall Security

Front Office Support Manager

Network Engineer

Network Engineer

I want to receive the latest job alerts for support escalation engineer in worplesdon, sry

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