Onsite Senior Service Desk Engineer – Escalations & Mentoring

Endurance IT Services; Virginia Beach (VA); On-site; USD 70,000 - 95,000; Full time

Job summary

Endurance IT Services is seeking a highly skilled Service Desk Engineer III to serve as the senior escalation point for complex issues across client environments. The role focuses on resolving advanced support requests, guiding junior engineers, and upholding top-tier service delivery for our managed services practice.

Based in Virginia Beach, VA and fully onsite, you will lead critical incident response, perform root cause analysis, mentor staff, and ensure SLA adherence while collaborating

Qualifications

• 5+ years of IT support, systems administration, or MSP experience.
• Experience supporting Microsoft 365, Windows Server, AD, Exchange Online, Entra ID, and virtualization.
• MSP experience and certifications (Microsoft, CompTIA, Cisco, VMware, Azure) preferred.

Responsibilities

• Serve as primary escalation resource for Tier 1/2 support teams.
• Troubleshoot and resolve advanced issues involving Microsoft 365, Windows Server, Active Directory, Entra ID (Azure), virtualization, networking, and security platforms.
• Lead root cause analysis and implement long-term solutions for recurring issues.
• Collaborate with vendors and internal teams to resolve critical incidents.
• Support infrastructure projects, migrations, upgrades, and client implementations.
• Mentor and provide technical guidance to junior engineers.
• Maintain accurate documentation and ensure adherence to service-level agreements (SLAs).
• Participate in on-call rotations and provide onsite support as needed.

Skills

Escalation management

Mentoring juniors

Root cause analysis

Documentation

On-call support

Education

MSP certifications (Microsoft, CompTIA, Cisco, VMware, Azure)

Tools

Microsoft 365

Windows Server

Active Directory

Exchange Online

Entra ID (Azure)

Virtualization

Networking (firewalls, switches)

Security best practices

Job description

Endurance IT Services is seeking a highly skilled Service Desk Engineer III to serve as the senior escalation point for complex issues across client environments. The role focuses on resolving advanced support requests, guiding junior engineers, and upholding top-tier service delivery for our managed services practice.

Based in Virginia Beach, VA and fully onsite, you will lead critical incident response, perform root cause analysis, mentor staff, and ensure SLA adherence while collaborating