Escalation Engineer – Service Desk (L3/4) (Leeds, UK)

Afternoon/Evening Shift (2-10pm)

Assured Data Protection is an industry leading managed services provider (MSP), delivering cutting edge data protection services to a variety of industry verticals to include Consumer Products, Legal, Medical, State Local & Higher Education, to name a few. From our origins we partner with Rubrik, a disruptive force in the data protection and ransomware defence industry, becoming their first MSP and global exclusive service provider. From our secure facilities in the US, UK, EMEA and Asia PAC we deliver critical cyber resiliency solutions on a global basis. 

Escalation Engineer Job Details

Job Description

We are looking for a bright, enthusiastic individual to join our 3rd Line Technical Support team (evening shift 2pm-10pm) based within a commutable distance of Leeds. The 3rd Line Backup Support is responsible for providing advanced technical across the majority of disciplines detailed below, including hardware, software, and network-related issues.

Key Responsibilities and Tasks

  • 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.
  • 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

Accountabilities and Performance Measures

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.
  • 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.
  • Strong technical expertise in server, network and disk storage systems
  • Experience with enterprise backup and recovery systems such as Rubrik, Veritas NetBackup, Commvault, or Veeam a major advantage
  • Experience with virtualization technologies such as VMware, Nutanix or Hyper-V
  • Experience with Cloud Technologies
  • Knowledge of storage area networks (SANs) and network-attached storage (NAS)
  • Excellent communication skills and the ability to interact with end-users at all levels.
  • Experience with ticketing systems and SLAs
  • Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
  • Relevant certifications such as Veritas Certified Specialist or Commvault Certified Engineer would be an advantage.

Desired Technical Experience

Whilst we don’t expect you to be an expert in all areas, an interest and willingness to expand your technical knowledge in these areas is required. The successful candidate will already hold at least some experience in a few of the following areas (please indicate which)

  • Data Management technologies (Veeam, Rubrik, Commvault etc)
  • Performance troubleshooting for compute, network or storage bottlenecks
  • A solid grasp of IP and subnetting
  • An understanding of ethernet, switching, cabling and patching.
  • Windows Servers
  • Linux/Unix Servers
  • VSphere Servers
  • Hyper V Servers
  • Nutanix Servers
  • SQL servers (any variety)
  • Switches
  • Firewalls
  • SAN, NAS or DAS Raid Arrays
  • Public Cloud infrastructure, e.g., Azure, AWS, GCP

Environment Job Requirements

  • This position will not require travel
  • All prospective employees must pass a background check prior to hire


Apply method: Email
Send resume and cover letter to: [email protected]