IT Escalation Engineer

Doherty Associates (DA) has delivered IT solutions for over 30 years to some of the world's most prestigious and demanding clients. We focus on the professional and financial services sectors, including private equity, venture capital, and legal firms - including some of the UK's top ten law firms.

We are a Microsoft Gold Partner with five Solutions Partner Designations (including Modern Work), a Tier 1 Microsoft CSP relationship and are ISO
27001 & ISO
9001 accredited.

We are a pioneering and innovative organisation focusing on "cloud-first" projects, enabling, and enhancing hybrid and modern workplace capabilities for customers; we pride ourselves on our passion and expertise to deliver transformations and managed services to our customers.

Reporting to the Service Desk Manager, the Escalations Engineer (3rd Line Support) is a senior technical specialist acting as the final escalation point for complex incidents, problems, and major incidents. You will engage directly with customers as a trusted technical authority and own and delivery of proactive managed technical services, including regular audits, health checks, and assessments.

This is a role for an experienced engineer who can thinks independently, takes ownership, and can balance deep technical troubleshooting with structured, proactive service delivery.

We will look for you to demonstrate success by:

• Ensuring escalations are resolved efficiently and correctly, with fewer repeat incidents
• Helping develop junior engineers to become more capable, confident, and effective professionals
• Effectively delivering audits and health checks, ensuring these are valued, repeatable, and impactful
• Ensuring that the technical risks are identified and addressed proactively

Escalation Support & Technical Leadership

• Act as the primary escalation point for complex and high-impact incidents across managed services
• Lead Problem Management and Major Incident investigations, including root cause analysis (RCA) and preventative recommendations
• Resolve advanced Incidents, Problems, and non-standard Requests within Connect Wise Manage, working across infrastructure, cloud, and Microsoft platforms
• Confidently engage senior technical colleagues, Professional Services engineers, Microsoft, or third-party vendors when required
• Maintain high-quality, detailed ticket notes, RCA documentation, and remediation plans
• Act as a peer reviewer for technical changes and change control submissions, ensuring quality and risk awareness
• Continuously improving service quality, resilience, and security through independent analysis and recommendations

• Own and deliver repeatable, high-quality technical managed services, such as:
• Monthly or quarterly technical health checks
• Technical baseline reviews
• M365, Azure, endpoint, and infrastructure audits
• Configuration and best-practice assessments
• Produce clear, professional technical reports that translate findings into practical recommendations for clients and Account Managers
• Identify risks, service gaps, and improvement opportunities before they become incidents
• Feed recommendations into Continual Service Improvement (CSI) initiatives and service roadmaps
• Work closely with Service Delivery and Account Management teams to ensure audit outcomes lead to real-world improvements

• Act as a technical escalation for customers during high-severity incidents or complex investigations
• Attend client meetings where deep technical input or explanation is required (remote or occasional on-site)
• Support Account Managers and Service Delivery Managers during:
• Technical service reviews
• Proposal validation and solution assurance
• Service transition and early-life support (hyper-care)
• Communicate complex technical issues clearly, calmly, and commercially to both technical and non-technical stakeholders

• Act as a technical mentor and role model for 1st and 2nd Line Engineers
• Coach engineers on troubleshooting techniques, diagnostic thinking, and "how to think", not just "what to do"
• Deliver internal lunch & learns, walkthroughs, and technical deep dives on:
• Recurring issues and lessons learned
• New technologies and changes to platforms
• Best-practice operational approaches
• Raise the overall technical maturity and confidence of the service desk

• Create, review, and improve:
• Technical procedures and runbooks
• Known error records and…