Engineer, Enterprise Service Desk

Job Summary

The Enterprise Service Desk Engineer supports and maintains a multi-tenant hosted infrastructure, acting as a Tier 3 escalation point for complex technical issues within the Enterprise Service Desk. The role includes support and administration of client environments across a broad range of technologies, along with coordination with clients and third-party vendors.

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

Responsibilities (including, but not limited to)

• Respond to escalated issues from Tier 1 and Tier 2 Service Desk Administrators in a timely and professional manner

• Take ownership of escalated issues through to full resolution

• Manage and support a multi-tenant hosted platform within a team-based environment

• Manage VMware virtualized environments

• Support physical data center infrastructure and associated resources

• Work closely with clients and third parties to resolve escalated issues

• Provide out-of-hours escalation support on a rotating schedule, approximately every 2–3 months

• Maintain a high level of interaction with Tier 1 and Tier 2 teams, fostering positive and effective working relationships

• Provide regular status updates on outstanding tickets and active project work in ServiceNow

• 9:00 AM and 6:00 PM EST, including Monday through Friday

• Flexibility during periods of colleague PTO

• Occasionally perform scheduled maintenance or project work during evenings and weekends

Technical Skills & Experience

• Advanced Windows domain administration and troubleshooting

• Microsoft 365, including Teams, Exchange, Intune, SharePoint, Azure Cloud, and Azure AD

• Storage Area Networks, including Nimble and Pure Storage

• Public cloud platforms, including Azure and AWS

• Multi-factor authentication solutions, including Microsoft Authenticator and DUO

• Backup and recovery solutions, including Veeam, MSP360, and AWS

• Core networking concepts, including TCP/IP, LAN/WAN, DHCP, DNS, routing, switching, and firewalls

• Citrix XenApp administration

• Identity and access management, including Okta

• Windows Server and Linux Server OS management

• Virtualization platforms, including VMware and Proxmox

• Secure Email Gateway / Email Security Gateway solutions, including Proofpoint and Mimecast

• PowerShell scripting

• Endpoint protection / anti-virus software, including SentinelOne

• VoIP systems and platforms, including Cisco and Microsoft Teams

Qualifications and Education Requirements

• Bachelor’s degree or equivalent professional experience

• Microsoft certification preferred, including AZ-104, MSCE, or Windows Server Administration

• VMware certification beneficial, including VCP or VCA

• Networking certifications beneficial

• Minimum 3–5 years of experience in a Tier 2 / Tier 3 support team or similar role

• MSP experience strongly preferred