Systems & Escalation Engineer

Job Description

We’re seeking a Systems and Escalations Engineer to join our UK technical team under group brands that include Catalyst2, GURU Cloud and UK Dedicated - someone who brings passion for tech and experience in hosting.

This is a fast-paced and varied technical hands‑on role involving escalated internal and customer support matters, provisioning new services, managing systems and mentoring other support teams members.

Location for this role is either completely remote (UK-based only) or working hybrid from our Worcester, Reading or Hemel Hempstead offices.

• Providing escalated in-depth support to our customers using email/ticketing, live chat and telephone.
• Supporting our internal teams with technical escalations and liaising with vendors.
• Deploying new customer services.
• System administration, ongoing management and upgrades.

• Multi-year strong hosting experience, especially covering cPanel, WHM, Plesk and Windows Server.
• Excellent technical knowledge of Word Press and other CMS/Ecommerce web apps.
• Thorough understanding of key internet protocols and technologies.
• Able to demonstrate and apply a process-driven and security-focused mindset.
• Understanding around programming languages; PHP, Python and shell scripting.
• Strong troubleshooting skills.
• Knowledge of computer hardware diagnostics (Dell servers being an advantage).

• Excellent spoken and written English communications.
• Customer service driven with a desire to help others, backed by commercial awareness.
• An inquisitive and positive mindset with strong motivation and ability to problem solve under pressure.
• Ownership of delivering solutions and resolving multiple issues at pace.
• Adaptable, flexible and quick thinker with attention to detail.
• Strong organisational skills, able to manage workloads and schedules.

• Saltstack, Ansible or other configuration management/orchestration tools.
• Experience of:
  Windows IIS, Magento, VLANs/networking and Firewalls.
• Coding experience in any language, PHP or Python preferred.
• Technical qualifications and/or degree-level education.

Our operations are 24x7 and this role is shift-based, working alternating weekly shifts of 7.30am-3.30pm and 2.30pm-10.30pm Monday through Friday. Participation in a paid on‑call rota is required.

You will be given complete training and support.

At any stage please be prepared to provide proof of eligibility to work in the UK. Unfortunately, we are unable to support relocation packages or sponsorship visa.