Senior Escalation Architect, Enterprise Service Desk

日本アバカス株式会社; Atlanta (GA); On-site; USD 110,000 - 160,000; Full time

Job summary

The Escalation Engineer is a senior Tier 3 role within Service Delivery, serving as the primary technical owner for high-visibility clients. This position drives stability, operational maturity, and long-term technical improvements while acting as a trusted partner to clients and internal teams.

Operating at the intersection of infrastructure engineering, service operations, and client advisory, the engineer delivers proactive leadership across environments and the shared platform, ensuring

Qualifications

• Bachelor's degree in a related field.
• 3–5 years of Tier 3 support experience.
• MSP experience preferred (0–2 years).

Responsibilities

• Act as the senior escalation point for Tier 1 and 2 support for assigned clients.
• Respond to calls, emails, and messages from technical POCs promptly.
• Lead incident bridges and coordinate stakeholders during major outages.
• Perform root cause analysis and implement preventative remediation.
• Maintain regular updates for active incidents and projects in ServiceNow.

Skills

Advanced Windows domain administration

Microsoft 365 administration

Azure Cloud

AWS

Networking (TCP/IP, DNS, DHCP)

PowerShell scripting

Incident management

Root cause analysis

Customer relationship management

VMware

Citrix XenApp

Identity and access management (Okta)

Education

Bachelor's Degree

Related field

Preferred

Tools

Nimble Storage

Pure Storage

Proofpoint

Mimecast

Veeam

SentinelOne

Cisco VoIP / UC

VMware

Proxmox

Job description

The Escalation Engineer is a senior Tier 3 role within Service Delivery, serving as the primary technical owner for high-visibility clients. This position drives stability, operational maturity, and long-term technical improvements while acting as a trusted partner to clients and internal teams.

Operating at the intersection of infrastructure engineering, service operations, and client advisory, the engineer delivers proactive leadership across environments and the shared platform, ensuring