Technical Escalations

Escalation
About Us

We have been working in IT since 2003, building our experience across technology, support, service delivery, and business systems.

Over that time, we have learned that how we work matters just as much as what we deliver.

We are a team that backs each other, cares about doing quality work, takes ownership, learns from mistakes, and stays open to better ways of working.

We value people who are respectful, proactive, accountable, and willing to have a crack when faced with a challenge. Whether we are supporting clients, teammates or the wider business, we believe success is something we achieve together.

About the Role

We are looking for a capable, proactive, and customer-focused Escalation Specialist to join our team.

This role is responsible for managing tickets escalated from the Service Desk, as well as handling technical requests and issues raised by other internal departments. You will act as a key escalation point for more complex incidents and service requests, ensuring issues are investigated, resolved, documented, and communicated clearly.

You will also play an active role in our internal Change Advisory Board (CAB) process, supporting change review, risk assessment, communication, coordination, and post-change validation across the business.

This position would suit someone who cares about doing good work, takes ownership, communicates respectfully, and is willing to have a crack when faced with a challenge.

Key Responsibilities

• Manage and resolve escalated tickets from the Service Desk.

• Triage, investigate, and resolve incidents and service requests raised by internal departments.

• Provide clear communication and regular updates to stakeholders throughout the ticket lifecycle.

• Work closely with Service Desk, infrastructure, applications, security, and business teams to resolve issues efficiently.

• Identify recurring issues and contribute to root cause analysis and long-term fixes.

• Maintain accurate ticket notes, documentation, knowledge base articles, and process guides.

• Participate in the internal CAB process, including reviewing proposed changes, identifying risks, and supporting change coordination.

• Assist with testing, implementation, and post-change validation for approved changes.

• Support internal systems, user access, hardware, software, networking, telephony, security tools, and business applications as required.

• Escalate issues to vendors or higher-level technical teams where appropriate.

• Contribute to service improvement initiatives across the IT environment.

• Help mentor and guide Service Desk team members by sharing knowledge and improving first-level resolution capability.

About You

You are someone who enjoys solving problems, taking ownership, and helping others. You can communicate technical information clearly to non-technical users and are comfortable working across multiple priorities.

You care about the standard of your work, the people you support, and the way you show up for your team. You are respectful, accountable, open to feedback, and willing to learn when something does not go to plan.

You will bring:

• Previous experience in a Service Desk, Desktop Support, Systems Support, or IT escalation role.

• Strong troubleshooting skills across end-user devices, Microsoft environments, networking basics, and common business applications.

• Experience working with ticketing systems and ITSM processes.

• Understanding of incident, request, problem, and change management practices.

• Strong written and verbal communication skills.

• Ability to manage competing priorities and follow through on tasks.

• A proactive approach to identifying improvements and reducing repeat issues.

• Strong documentation habits and attention to detail.

• A collaborative mindset and willingness to work with teams across the business.

• The confidence to speak up, ask questions, and have a crack at solving problems.

Desirable Skills

The following skills and experience are not essential, but would be highly regarded:

• Experience with the Microsoft Cloud Suite, including Microsoft 365, Entra ID / Azure AD, Intune, Exchange Online, SharePoint, Teams, or related cloud services.

• Relevant Microsoft certifications or other industry certifications.

• Experience supporting or administering 3CX phone systems.

• Experience with Yearstar or similar business platforms.

• Experience with Sophos security products, including endpoint protection, firewall, email security, or central management.

• Exposure to ITIL practices or ITIL certification.

• Experience with vendor management or third-party technical escalations.

• Basic scripting, automation, or process improvement experience.

Our Values

How we work matters just as much as what we deliver. We are looking for someone who connects with our values and brings them to life in the way they support the business and their teammates.

Support Each Other

Strong teams are built on care, trust, and shared effort. We back each other in, lend a hand when it is needed, and understand that success is something we achieve together. Whether leading from the front or supporting behind the scenes, we show up for our teammates.

Be Respectful

Respect is at the heart of how we work. We treat people with honesty, humility, and fairness, whether they are clients, teammates, subcontractors, suppliers, or members of the community. We value different perspectives, listen before we judge, and create an environment where people feel safe, included, and heard.

Care About the Work

Our people care about what they do and how they do it. We take pride in the standard of our work, the experience of our clients, the tools we use, and the people we work alongside. We do not cut corners. We care about the details, because the details are what build trust.

Own Our Mistakes

We take ownership of our actions, our decisions, and our impact. When something goes wrong, we do not hide from it, blame others, or protect our ego. We get honest, take responsibility, learn from it, and move forward better than before.

Be Courageous and Have a Crack

Courage means backing ourselves, speaking up, and being willing to try. We do not need to have all the answers before we start, but we do need the heart, grit, and commitment to give things a go. We create space for ideas, learn from failure, and work through challenges together.

Be Open to Change

We stay curious, flexible, and open to better ways of working. Being open to change means listening to feedback, learning from others, and adapting when there is a better way forward. We do not change for the sake of it; we change so we can improve, grow, and deliver better outcomes.

What Success Looks Like

In this role, success means escalated tickets are handled efficiently, users are kept informed, repeat issues are reduced, and changes are reviewed and implemented in a controlled and well-communicated way.

You will help improve the overall quality of internal IT support, strengthen the connection between the Service Desk and wider business teams, and contribute to a more proactive and mature internal support function.

Why Join Us?

You will be joining a supportive team where your technical skills, ownership, and service mindset will make a real impact. This is a great opportunity for someone looking to step beyond front-line support and take on a broader escalation, coordination, and service improvement role.

You will be encouraged to support others, care about the details, own your work, learn from mistakes, and have a crack at making things better.

How to Apply

Please submit your resume and a brief cover letter outlining your relevant experience and why you would be a good fit for the role