Senior Enterprise Service Desk Engineer (Tier 3)

Openkrill; United States; Remote; USD 90,000 - 120,000; Full time

Job summary

Openkrill is seeking an Enterprise Service Desk Engineer to support and maintain a multi-tenant hosted infrastructure, acting as a Tier 3 escalation point for complex issues. The role spans client environments across Windows, cloud, and virtualization, coordinating with clients and vendors to ensure stability.

This position also works closely with SME engineering teams to ensure client platform stability, reliability, and service continuity.

Qualifications

• Bachelor’s degree or equivalent professional experience.
• Microsoft certification preferred (AZ-104, MSCE, Windows Server).
• MSP experience strongly preferred.

Responsibilities

• Respond to escalated issues from Tier 1 and Tier 2 Service Desk Administrators promptly.
• Take ownership of escalated issues through to full resolution.
• Manage and support a multi-tenant hosted platform in a team-based environment.
• Manage VMware virtualized environments.
• Support physical data center infrastructure and resources.
• Collaborate with clients and third parties to resolve escalated issues.
• Provide out-of-hours escalation support on a rotating schedule (~every 2–3 months).
• Maintain interaction with Tier 1/2 teams and provide status updates in ServiceNow.
• Support 9:00 AM–6:00 PM EST, Mon–Fri; flexibility during PTO.
• Occasionally perform scheduled maintenance or project work during evenings/weekends.

Skills

Windows domain admin

Tier 2/3 support

Azure

AWS

VMware

PowerShell scripting

Networking

Identity & access mgmt

Windows Server

LInux Server

Education

Bachelor’s degree or equivalent

Microsoft certifications (AZ-104, MSCE)

VMware certification (VCP)

Networking certifications

Tools

VMware vSphere

Proxmox

Okta

Proofpoint

Mimecast

Job description

Openkrill is seeking an Enterprise Service Desk Engineer to support and maintain a multi-tenant hosted infrastructure, acting as a Tier 3 escalation point for complex issues. The role spans client environments across Windows, cloud, and virtualization, coordinating with clients and vendors to ensure stability.

This position also works closely with SME engineering teams to ensure client platform stability, reliability, and service continuity.