Engineer, Enterprise Service Desk

日本アバカス株式会社; United States; In loco; USD 85.000 - 110.000; Tempo pieno

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日本アバカス株式会社 is seeking an Enterprise Service Desk Engineer to support and maintain a multi-tenant hosted infrastructure as a Tier 3 escalation point. You will handle complex issues across Windows, Microsoft 365, cloud platforms, storage, and virtualization, coordinating with clients and vendors for stable service delivery.

Responsibilities include incident ownership, on-call rotation, proactive updates in ServiceNow, and collaboration with SME teams to ensure platform reliability and continuity

Mansioni

• 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

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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