Escalation Engineer, Enterprise Service Desk

Abacus; England; On-site; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Generous annual leave entitlement + 1

Gym discount

Life insurance

Travel insurance for you and family

Well-being and counselling support

Competitive Compensation

Job summary

Abacus is seeking an Escalation Engineer to act as the senior escalation owner for high-visibility clients. You will drive incident resolution, proactive improvements, and cross-team collaboration across Azure, AWS, and on-prem environments.

Responsibilities include leading incident bridges, communicating status, and mentoring Tier 1/2 teams, with occasional after-hours work. Strong Windows, virtualization, and networking skills are required.

Qualifications

• Bachelor's Degree or equivalent in professional experience.
• Microsoft Certified (MCSE) a plus.
• AZ104, MSCE, Windows server admin.
• VMWare Certified (VCP VCA).
• Minimum 3-5 years of experience in a tier 3 support of similar.

Responsibilities

• Act as the senior escalation point for Tier 1 and Tier 2 Service Desk administrators for assigned clients.
• Respond to calls/emails/messages from technical POC’s from assigned clients in a timely and efficient manner.
• Collaborate with SME engineering teams to uphold operational and architectural standards.
• Promote documentation, knowledge sharing, and service continuity.
• Take full ownership of complex or business-critical incidents through permanent resolution.
• Lead incident bridges and coordinate internal and external stakeholders during major outages for assigned clients.
• Liaise with assigned clients CXM on a regular basis to discuss ongoing issues, trends, and technical road map.
• Provide clear status communication and expectation management throughout incident lifecycles.
• Perform root cause analysis and implement preventative remediation.
• Maintain regular updates for active incidents and projects in ServiceNow.
• Identify systemic risks and drive proactive remediation across client environments.
• Translate business requirements into technical recommendations and improvement roadmaps.
• Build trusted relationships with client stakeholders and advocate for client outcomes.
• Participate in a rotating out-of-hours escalation schedule.
• Work shifts between 7:00am and 6:00pm, including coverage during team absences.
• Occasionally perform planned maintenance and project work during evenings and weekends

Skills

Senior escalation

Windows Server

Microsoft 365

Azure

AWS

VMware

Networking

PowerShell

Team leadership

Education

Bachelor's Degree or equivalent

MCSE

AZ104

MSCE

VCP/VCA

Tools

Windows Server

Linux Server

Azure Cloud

AWS

Citrix XenApp

VMware

OpenShift

Okta

Veeam

Job description

The Escalation Engineer is a senior Tier 3 engineering role within the Service Delivery organisation, acting as the primary technical owner and escalation authority for a portfolio of high-visibility, high-touch clients. Beyond resolving complex incidents, the role is responsible for preventing them, driving stability, operational maturity, and long-term technical improvement Operating at the intersection of infrastructure engineering, service operations, and client advisory, this role delivers proactive technical leadership across client environments and the shared multi-tenant platform. Unlike traditional escalation support, this position functions as a trusted technical partner to both the client and internal teams. The Escalation Engineer maintains deep familiarity with assigned environments and provides white-glove service, ensuring consistent standards, effective troubleshooting, and durable resolutions.

Duties And Responsibilities

• Act as the senior escalation point for Tier 1 and Tier 2 Service Desk administrators for assigned clients.
• Respond to calls/emails/messages from technical POC’s from assigned clients in a timely and efficient manner.
• Collaborate with SME engineering teams to uphold operational and architectural standards.
• Promote documentation, knowledge sharing, and service continuity.
• Take full ownership of complex or business-critical incidents through permanent resolution.
• Lead incident bridges and coordinate internal and external stakeholders during major outages for assigned clients.
• Liaise with assigned clients CXM on a regular basis to discuss ongoing issues, trends, and technical road map.
• Provide clear status communication and expectation management throughout incident lifecycles.
• Perform root cause analysis and implement preventative remediation.
• Maintain regular updates for active incidents and projects in ServiceNow.
• Identify systemic risks and drive proactive remediation across client environments.
• Translate business requirements into technical recommendations and improvement roadmaps.
• Build trusted relationships with client stakeholders and advocate for client outcomes.
• Participate in a rotating out-of-hours escalation schedule.
• Work shifts between 7:00am and 6:00pm, including coverage during team absences.
• Occasionally perform planned maintenance and project work during evenings and weekends

Skills

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

Attributes That Will Drive Success

• Clients view the engineer as a trusted resource.
• Major incidents become less frequent and shorter in duration.
• Client environments continuously improve under active stewardship.
• Escalations decrease due to preventative engineering and knowledge transfer.
• -he engineer raises the technical maturity of both the client and the service desk

Qualifications

• Bachelor's Degree or equivalent in professional experience
• Microsoft Certified (MCSE) a plus
• AZ104, MSCE, Windows server admin
• VMWare Certified (VCP VCA)
• Minimum 3-5 years of experience in a tier 3 support of simialr.

The Benefits Package Consists Of

• Generous annual leave entitlement plus bank holidays (pro-rata if part-time working hours apply)
• Gym discount
• Life insurance
• Comprehensive travel insurance for you and your family in line with scheme rules
• Confidential well-being and counselling support
• Competitive Compensation