Senior Enterprise Service Desk Engineer (Tier 3)

Abacus; United States; On-site; USD 90,000 - 120,000; Full time

Job summary

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.

Responsibilities

• 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.

Skills

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

Education

Bachelor’s degree or equivalent

AZ-104

MSCE

Windows Server Administration

VMware Certification (VCP/VCA)

Networking Certifications

Tools

VMware

Proxmox

Proofpoint

Mimecast

MSP360

Veeam

Okta

Citrix XenApp

Job description

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.