PS Post Sales Escalation Engineer

The Escalation Engineer role is an exciting opportunity to join a fast paced and dynamic Professional Service environment, with a focus on customer service and exceeding customer expectations.


  • Using remote access software to assist our customers in resolving complex solution/server related issues.
  • Problem diagnosis & fault resolution on complex calls escalated form our 3rd line helpdesk and solution installation team.
  • Timely communication with customers and internal staff (account managers, service and sales) keeping them informed of incident progress, notifying them of impending changes or agreed outages.
  • Taking ownership of escalated calls and controlling through to resolution.
  • Ensuring customer satisfaction. 
  • Controlling and escalating service requests with solution vendors that cannot be resolved internally or require development.

Person Specification

  • Advanced network/server and active directory knowledge and experience
  • Knowledge of Print management solutions including Equitrac, Safecom, Papercut and Uniflow
  • Ability to explain technical problems in plain English
  • Ability to work in a team and communicate effectively
  • Good time management & excellent organisation skills
  • Ability to work under pressure to specific SLA’s, to prioritise and multitask
  • Methodical with an aptitude for attention to detail
  • Excellent communication skills, both written and verbal
  • Excellent telephone manner, must be professional at all times
  • Adaptable and flexible to changing demands

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