Engineer, Enterprise Service Desk

ABACUS; Indianapolis (IN); On-site; USD 70,000 - 100,000; Full time

Job summary

ABACUS is seeking an Enterprise Service Desk Engineer to act as a Tier 3 escalation point for complex issues across a multi-tenant hosted infrastructure. You will coordinate with clients and third-party vendors, support VMware environments, and partner with SME engineering teams to ensure platform stability and service continuity.

The role requires strong Windows and Microsoft 365 administration, virtualization, cloud platforms (Azure/AWS), and identity management, with a focus on proactive

Qualifications

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

Responsibilities

• 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.

Skills

Windows domain admin

Microsoft 365

SAN storage networks

Azure Cloud

AWS Cloud

MFA solutions

Backup and recovery

Networking fundamentals

Citrix XenApp

Identity & access mgmt

Windows Server

Linux server admin

Virtualization

Email security gateways

PowerShell scripting

Endpoint protection

VoIP systems

Education

Bachelor’s degree or equivalent

AZ-104

MSCE

VMware certification (VCP/VCA)

Networking certifications

Tools

VMware

Proxmox

Job description

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