Senior Escalation Engineer: Enterprise Service Desk Leader

ABACUS; Indianapolis (IN); Presencial; USD 90.000 - 130.000; Jornada completa

Descripción de la vacante

ABACUS is seeking an Escalation Engineer (Senior Tier 3) within the Service Delivery organization. You will act as the primary technical owner and escalation authority for high-visibility clients, driving stability and long-term improvements across their environments.

You will lead complex incidents, coordinate cross-team efforts, and deliver proactive technical leadership. A strong background in Windows/M365, cloud, security gateways, and virtualization is required, with a focus on customer

Formación

• Bachelor’s degree in a related field is required.
• 3–5 years of Tier 3 support or equivalent in MSP environment preferred.
• Experience with Windows Server administration and Microsoft 365 suite is essential.

Responsabilidades

• Act as the senior escalation point for Tier 1 and Tier 2 support for assigned clients.
• Respond to calls and emails from technical POCs promptly.
• Collaborate with SME engineering teams to uphold standards and drive improvements.
• Lead incident bridges and coordinate stakeholders during major outages.
• Perform root cause analysis and implement preventative remediation.
• Provide status updates and manage expectations during incident lifecycles.
• Maintain documentation in ServiceNow and drive knowledge sharing.
• Translate business needs into technical recommendations and roadmaps.
• Engage with clients to discuss issues, trends, and technical roadmaps.

Conocimientos

Windows domain admin

Microsoft 365 admin

Public cloud (Azure/AWS)

PowerShell scripting

Networking (TCP/IP, DNS, DHCP)

Virtualization (VMware, Proxmox)

Identity management (Okta)

Backup/recovery (Veeam)

Email security gateways (Proofpoint, M

Educación

Bachelor's Degree

Herramientas

VMware

Proxmox

Azure

AWS

Proofpoint

Mimecast

Okta

Veeam

Nimble / Pure Storage

Descripción del empleo

ABACUS is seeking an Escalation Engineer (Senior Tier 3) within the Service Delivery organization. You will act as the primary technical owner and escalation authority for high-visibility clients, driving stability and long-term improvements across their environments.

You will lead complex incidents, coordinate cross-team efforts, and deliver proactive technical leadership. A strong background in Windows/M365, cloud, security gateways, and virtualization is required, with a focus on customer