Engineer, Enterprise Service Desk

<h1>Job Summary</h1> <p>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 and coordination with clients and third-party vendors.</p> <p>This position also works closely with SME engineering teams to ensure client platform stability, reliability, and service continuity.</p> <h1>Key Responsibilities</h1> <ul> <li>Respond to escalated issues from Tier 1 and Tier 2 Service Desk Administrators in a timely and professional manner</li> <li>Take ownership of escalated issues through to full resolution</li> <li>Manage and support a multi-tenant hosted platform within a team-based environment</li> <li>Manage VMware virtualised environments</li> <li>Support physical datacentre infrastructure and associated resources <ul> <li>Work closely with clients and third parties to resolve escalated issues</li> </ul> </li> <li>Provide out-of-hours escalation support on a rotating schedule (approximately every 2–3 months)</li> <li>Maintain a high level of interaction with Tier 1 and Tier 2 teams, fostering positive and effective working relationships</li> <li>Provide regular status updates on outstanding tickets and active project work in ServiceNow</li> <li>Cover a range of shifts between 7:00am and 6:00pm, including during periods of colleague holiday and sickness</li> <li>Occasionally perform scheduled maintenance or project work over evening and weekends</li> </ul> <h1>Technical Skills &amp; Experience</h1> <p><strong>Strong technical knowledge in the following areas:</strong></p> <ul> <li>Advanced Windows domain administration and troubleshooting</li> <li>Microsoft 365, including Teams, Exchange, Intune, SharePoint, Azure Cloud, and Azure AD</li> <li>Storage Area Networks (Nimble, Pure Storage)</li> <li>Public cloud platforms (Azure and AWS)</li> <li>Multi-factor authentication solutions (Microsoft Authenticator, DUO)</li> <li>Backup and recovery solutions (Veeam, MSP360, AWS)</li> <li>Core networking concepts including TCP/IP, LAN/WAN, DHCP, DNS, routing, switching, and firewalls</li> <li>Citrix XenApp administration</li> <li>Identity and access management (Okta)</li> <li>Windows Server and Linux Server OS management</li> <li>Virtualisation platforms (VMware, Proxmox)</li> <li>Secure Email Gateway / Email Security Gateway solutions (Proofpoint, Mimecast)</li> <li>PowerShell scripting</li> <li>Endpoint protection / Anti-Virus software (SentinelOne)</li> <li>VoIP systems and platforms (Cisco, Microsoft Teams)</li> </ul> <h1>Qualifications</h1> <ul> <li>Bachelor’s degree or equivalent in professional experience</li> <li>Microsoft Certified preferred (AZ104, MSCE, Windows server admin)</li> <li>VMWare Certified beneficial (VCP VCA)</li> <li>Networking Certs beneficial</li> <li>Minimum 3-5 years’ experience in a Tier 2 / 3 support team or similar role</li> <li>MSP experience preferred</li> <li>Ability to work 8am-5pm CST Monday-Friday shift</li> </ul> <p>&nbsp;</p> <h1>Benefits of Working for Abacus</h1> <p>&nbsp;</p> <ul> <li>Exposure to a diverse array of technologies.</li> <li>Internal opportunities for career advancement.</li> <li>Part of a team of experienced technicians that aim to deliver exceptional service</li> <li>Competitive compensation.</li> <li>Robust benefits package: medical, dental, vision, disability, life insurance, 401k, and PTO.</li> <li>Opportunities to further technical education through online courses.</li> </ul> <p>&nbsp;</p> <p>&nbsp;</p>