Escalation Engineer – Service Desk; L4 NIGHT SHIFT

Location: Remote role

Position Title: Escalation Engineer – Service Desk (L4) NIGHT SHIFT

Job Type: Full-Time – Night Shift (10pm-6am)

Assured Data Protection is a global leader in data backup and disaster recovery managed services, specialising in safeguarding against data loss and downtime in the event of a disaster, cyber, or ransomware attack. Our fully managed services include immutable backup, disaster recovery, and cyber resiliency to protect data on-premises and in the cloud, with 24/7/365 expert support.

We offer a flexible, consumption-based model to grow with your business, making data protection cost-effective and scalable. Our purpose-built software provides industry-leading monitoring and reporting capabilities to provide actionable insights into your data protection strategy. Our global datacenters ensure data sovereignty, meeting your organisation’s compliance requirements. A dedicated team is always available to recover your data and minimise disruption in the event of a disaster.

We are looking for a bright, enthusiastic individual to join our technical support team (night shift 10pm‑6am) as an L4/ Escalation engineer. Responsible for providing advanced technical skills across the majority of disciplines detailed below, including hardware, software, and network‑related issues, this position is primarily home‑based with the exception of your initial on‑boarding and training (daytime hybrid) and occasional travel to our other offices as per mutual agreement.

• Provide advanced technical support for backup and recovery systems, including hardware, software, and network‑related issues
• Collaborate with other support teams to resolve complex incidents and service requests.
• Troubleshoot and resolve issues related to backup and recovery software, network, and disk storage.
• Ensure that backup and recovery systems are operating within defined SLAs.
• Document incidents and service requests in the helpdesk system
• Provide guidance and training to lower tier support team members and act as a senior escalation point.
• Assist in the deployment and configuration of new backup and recovery hardware and software.
• Communicate with customers on a technical level to provide immediate resolution where possible; ensuring tickets are managed and progressed correctly within the appropriate SLAs.
• Develop and maintain internal documentation.
• Liaising with suppliers and vendors in relation to customer related issues
• Become a subject‑matter‑expert for one or more of our products or services and be a key reference point for both support and other teams.

Minimum of 5 years of experience in a technical support role with a focus on backup and recovery systems. The ideal candidate will be a bright and enthusiastic individual who is dedicated to achieving great results, they will ideally have cross section of the following job specific skills, attributes and experience:

• Highly customer centric with a passion for providing excellent customer service.
• Experience of working within a busy customer environment, preferably in a technical and / or service provider area.
• Strong interpersonal and communication skills; tactful, diplomatic and sympathetic when dealing with customer problems and showing empathy with customer issues.
• Strong analytical skills.
• Proactive and forward‑thinking approach with the ability to respond and decision make autonomously.
• Confident with the ability to interact with members of all support teams including team leaders, managers and directors.
• Experience in understanding and diagnosing technical problems at an enhanced level.
• An eye for detail, preventing any tickets from breaching SLA’s and the tenacity to ensure others adhere to processes.
• A willingness to learn and not be afraid to get involved in unfamiliar areas of technology.
• Excellent time management / organisational skills; being able to work well in critical or high‑pressure situations often single‑handedly.
• Strong technical expertise in server, network and disk storage systems.
• Experience with enterprise backup and recovery systems such as Rubrik, Veritas Net Backup, Commvault,…