Principal Technical Engineer

About Us Vocosa IT offers a wide range of services that include the installation and maintenance of IT, AV, CCTV and access control solutions in a variety of settings including private business and education. Vocosa offers support across England and Wales and provides 1st, 2nd & 3rd frontline IT support for users across all systems. About the Position Vocosa has an exciting opportunity for an experienced and capable Principal Technical Engineer who can evidence 4 year or more IT Technical support experience to act as the primary technical escalation point within our IT Support function.

This role is a senior technical position without line management responsibility and is critical to improving escalation flow, technical consistency, and service resilience across a multi-site education environment (covering Berks, Bucks, Oxfordshire, London, Herts, Surrey, Hampshire). The successful candidate will provide day-to-day technical support, own complex incidents and escalations, support project delivery, and work closely with the IT Support Manager to reduce operational pressure and improve service outcomes.

The role combines planned on-site presence with remote escalation and project support. This role is ideal for an experienced IT support professional looking to progress into a senior technical position, with increased responsibility for escalation and project work, while remaining hands-on and technical. Working Pattern The role operates on a structured rota model, alternating between planned on-site support and remote working weeks.

Escalation of ownership and technical authority is retained at all times, regardless of location.

Key Responsibilities Act as the sole technical escalation point for the ICT support team. Take ownership of incidents, recurring issues, and technical problems. Lead technical aspects of projects, including infrastructure changes and deployments. Provide technical guidance and support to ICT technicians. Maintain planned site presence across supported locations while retaining escalation responsibility at all times. Support the IT Support Manager with delegated technical workload and escalation oversight.

Ensure incidents and escalations are resolved in line with agreed processes and SLAs. Participate in incident response, coordinating technical resolution and communication. Contribute to documentation, knowledge sharing, and continuous improvement of support processes. Required Skills & Experience Minimum 4 years experience working within an IT support environment. Proven experience operating in a senior or advanced IT support role (e.g. Senior IT Technician, Senior ICT Support Technician, Technical Escalation Engineer or similar) Strong experience supporting Windows-based environments and end users.

Experience working with structured ticketing systems and formal escalation processes. Confident in owning and resolving complex technical issues under pressure. Strong communication skills, with the ability to provide clear guidance to both technical and non-technical users. Ability to work independently and make sound technical decisions without line management authority. Full UK Driving Licence and access to own vehicle

Desirable Experience Experience working within education settings or other multi-site user environments. Exposure to projects or system deployments Experience supporting or mentoring others through technical guidance. Enhanced DBS and Security clearance checks will be carried out. Please do not apply if you will not receive a clean DBS certificate.

What We Offer A clearly defined senior technical role without line management responsibility. The opportunity to act as a recognised technical authority. Structured working patterns with planned site visits and remote working. Support for professional development and CPD. A collaborative environment focused on service improvement and sustainability.