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ABACUS Verified
Artificial Intelligence, Machine Learning, Enterprise Software, Cloud Computing

Engineer, Enterprise Service Desk

RemoteRemoteFull TimePosted 1 month ago

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Required skills

  • Tier 3 escalation
  • multi-tenant hosted infrastructure
  • client environments
  • third-party vendors
  • platform stability
  • service continuity
  • ServiceNow
  • Windows domain administration
  • Azure Cloud
  • Azure AD

Nice to have

  • MSP experience
  • Citrix XenApp
  • Nimble
  • Pure Storage
  • Proofpoint
  • Mimecast

Role summary

The Enterprise Service Desk Engineer serves as a Tier 3 escalation point, responsible for supporting and maintaining a multi-tenant hosted infrastructure. This role involves administering client environments across various technologies, coordinating with clients and vendors, and ensuring platform stability, reliability, and service continuity. Key responsibilities include resolving complex technical issues, managing virtualized environments, supporting data center infrastructure, and providing out-of-hours support on a rotating basis. The position requires strong technical skills in Windows administration, Microsoft 365, cloud platforms, networking, and various security and recovery solutions.

Job Summary:

The Enterprise Service Desk Engineer supports and maintains a multi-tenant hosted infrastructure, acting as a Tier 3 escalation point for complex technical issues within the Enterprise Service Desk. The role includes support and administration of client environments across a broad range of technologies, along with coordination with clients and third-party vendors.

This position also works closely with SME engineering teams to ensure client platform stability, reliability, and service continuity.

Responsibilities (including, but not limited to):

  • Respond to escalated issues from Tier 1 and Tier 2 Service Desk Administrators in a timely and professional manner
  • Take ownership of escalated issues through to full resolution
  • Manage and support a multi-tenant hosted platform within a team-based environment
  • Manage VMware virtualized environments
  • Support physical data center infrastructure and associated resources
  • Work closely with clients and third parties to resolve escalated issues
  • Provide out-of-hours escalation support on a rotating schedule, approximately every 2–3 months
  • Maintain a high level of interaction with Tier 1 and Tier 2 teams, fostering positive and effective working relationships
  • Provide regular status updates on outstanding tickets and active project work in ServiceNow
  • 9:00 AM and 6:00 PM EST, including Monday through Friday
  • Flexibility during periods of colleague PTO
  • Occasionally perform scheduled maintenance or project work during evenings and weekends

    • Technical Skills & Experience:

  • Advanced Windows domain administration and troubleshooting
  • Microsoft 365, including Teams, Exchange, Intune, SharePoint, Azure Cloud, and Azure AD
  • Storage Area Networks, including Nimble and Pure Storage
  • Public cloud platforms, including Azure and AWS
  • Multi-factor authentication solutions, including Microsoft Authenticator and DUO
  • Backup and recovery solutions, including Veeam, MSP360, and AWS
  • Core networking concepts, including TCP/IP, LAN/WAN, DHCP, DNS, routing, switching, and firewalls
  • Citrix XenApp administration
  • Identity and access management, including Okta
  • Windows Server and Linux Server OS management
  • Virtualization platforms, including VMware and Proxmox
  • Secure Email Gateway / Email Security Gateway solutions, including Proofpoint and Mimecast
  • PowerShell scripting
  • Endpoint protection / anti-virus software, including SentinelOne
  • VoIP systems and platforms, including Cisco and Microsoft Teams

    • Qualifications and Education Requirements:

  • Bachelor’s degree or equivalent professional experience
  • Microsoft certification preferred, including AZ-104, MSCE, or Windows Server Administration
  • VMware certification beneficial, including VCP or VCA
  • Networking certifications beneficial
  • Minimum 3–5 years of experience in a Tier 2 / Tier 3 support team or similar role
  • MSP experience strongly preferred
    • Ready to apply?
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