IT Escalations Engineer

Permanent, Full-time

Hybrid - Bristol office once a month

About the role

The IT Escalations Engineer forms part of the IT Escalations Team, whose purpose is to act as the escalation point for the IT Service Desk and support the continual improvement of IT services.

The engineer is responsible for managing and resolving escalated incidents that are beyond the capability or scope of the Service Desk - whether due to complexity, required resolution time, or the need for a permanent fix instead of a workaround. This includes diagnosing issues, identifying root causes, implementing fixes where possible, or escalating appropriately when further specialist support is required.

The role also involves creating and updating technical documentation to support future resolutions, reduce repeat incidents, and contribute to improving service processes across the wider IT function.

Hours of work

As an Escalations Engineer, you will work both in the office and remotely. The role operates on three rotating shift patterns:

•    07:30 – 15:30
•    08:00 – 16:00
•    10:00 – 18:00

Responsibilities

•    Provide technical support via telephone, remote access, email, training sessions, and through the ticketing system (Service Now).
•    Deliver consistently high‑quality, gold‑standard customer service.
•    Implement permanent fixes for incidents where the Service Desk may have provided a temporary workaround.
•    Troubleshoot and diagnose issues across the IT infrastructure.
•    Take full ownership of incidents through to resolution or escalate to the Infrastructure Team where appropriate.
•    Mentor and support junior staff, helping develop their technical skills and confidence.
•    Assign and respond to tickets within agreed company SLAs.
•    Ensure all tickets in your queue are updated at least once every business day.
•    Communicate primarily with users by telephone, with email updates logged through the ticketing system as required.
•    Document all work thoroughly in the ticketing system, regardless of complexity or size.
•    Prioritise workload in alignment with agreed business SLAs.
•    Continuously look for opportunities to improve the service delivered by IT.
•    Engage in ongoing personal development, including training, studying, and certifications.
•    Participate in problem management and major incident management activities in line with the ITIL framework.
•    Support Subject Access Requests and assist with data retrieval as required.

Knowledge and Skills

Essential:

•    Active Directory, Group Policy, DNS, DHCP
•    Windows Server 2008 R2, 2012, 2012 R2 and 2016 (virtual and physical instances)
•    Windows Client Operating Systems
•    Microsoft Office 365 suite (including Teams)
•    Veeam Backup and Replication
•    File and Print services
•    LAN networking – Wired and Wireless (Meraki)
•    Dell Server Hardware (incl. iDrac) 
•    Good problem solving and analytical skills
•    Excellent demonstrable English written and verbal communication skills
•    Ability to multi-task and work well under pressure
•    Good team working skills are essential
•    Ability to document processes and procedures in a clear, concise, and logical manner
•    Exceptional customer service skills

Desirable:

•    Microsoft SharePoint (on-premises and O365)
•    Microsoft Exchange (on-premises and hybrid) and O365
•    ServiceNow ITSM
•    PowerShell
•    MCSA: 2012 and/or MCSA: 2016
•    CCENT and/or CCNA
•    CompTIA A+ and/ or CompTIA N+
•    ITIL 4 Foundation

Benefits

The benefits here are industry-leading, and we’ll be able to tell you more about them in the process (or jump to the benefits and rewards page on our careers site for a flavour). But here’s a snapshot:

• 25 days holiday, plus the option to buy more.
• Discounts in over 7,000 retailers, discounted gym membership and discounted dental insurance (of course).
• Health Trust - our bespoke employee private healthcare plan, providing healthcare cover with no medical underwriting for colleagues and their families.
• Access to remote GP and nurse services, physiotherapy, and mental health support.
• MyHealthcare Allowance, an annual allowance which is redeemable against a menu of Bupa healthcare products.
• Early access to your earned wages through Wagestream.
• Cycle to work scheme.
• And many more, just ask…

If you or someone you know would be interested in working with a dynamic and expanding healthcare business, with lots of support on offer, great benefits and friendly teams, we would love to hear from you!

To find out more about working with us, find us on LinkedIn, Facebook and Instagram.

Here you’ll be welcomed. We champion diversity and we understand the importance of our people representing the communities and customers we serve. You’ll find an inclusive environment where you can be yourself and where everyone is driven by the same purpose – helping people live longer, healthier, happier lives and making a better world.  

Bupa takes pride in being a Level 2 Disability Confident Employer and will aim to offer an interview/assessment to disabled applicants who best meet the minimum criteria for the role. We are committed to ensuring you are treated fairly during the recruitment process and offer reasonable adjustments to anyone who may benefit from accommodations to the recruitment process.

Bupa Dental Care is an equal opportunities employer.