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