Engineer, Enterprise Service Desk

Abacus; United States; Sur place; USD 90 000 - 120 000; Plein temps

Résumé du poste

Abacus is seeking an Enterprise Service Desk Engineer to support a multi-tenant hosted infrastructure, acting as a Tier 3 escalation point for complex issues. The role includes administration across Windows, Microsoft 365, storage, cloud platforms, and VMware in a fast-paced service environment.

You will coordinate with clients and third-party vendors, provide after-hours on-call rotation, and work with SME engineering teams to ensure platform stability, reliability, and continuity.

Qualifications

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

Responsabilités

• Respond to escalated issues from Tier 1 and 2 in a timely manner.
• Take ownership of escalated issues through to resolution.
• Manage a multi-tenant hosted platform within a team environment.
• Support VMware virtualized environments.
• Maintain physical data center infrastructure and resources.
• Coordinate with clients and third parties to resolve issues.
• Provide after-hours escalation support on a rotating schedule.
• Update tickets and projects in ServiceNow.
• Collaborate with SME engineering teams for platform stability.

Connaissances

Windows domain administration

Microsoft 365

Storage Area Networks

Azure

Multi-factor authentication

Backup and recovery

Networking basics

Citrix XenApp

Okta

Windows Server

Proxmox

Proofpoint

Mimecast

Veeam

PowerShell scripting

SentinelOne

Cisco

Microsoft Teams

Formation

Bachelor’s degree or equivalent

AZ-104

MSCE

Windows Server Administration

VMware Certification (VCP/VCA)

Networking Certifications

Outils

VMware

Proxmox

Proofpoint

Mimecast

MSP360

Veeam

Okta

Citrix XenApp

Description du poste

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.

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