Escalation Engineer, Enterprise Service Desk

ABACUS

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Responsibilities

Act as the senior escalation point for Tier 1 and Tier 2 Service Desk administrators for assigned clients.
Respond to calls/emails/messages from technical POC’s from assigned clients in a timely and efficient manner.
Collaborate with SME engineering teams to uphold operational and architectural standards.
Promote documentation, knowledge sharing, and service continuity.
Take full ownership of complex or business-critical incidents through permanent resolution.
Lead incident bridges and coordinate internal and external stakeholders during major outages for assigned clients.
Liaise with assigned clients CXM on a regular basis to discuss ongoing issues, trends, and technical road map.
Provide clear status communication and expectation management throughout incident lifecycles.
Perform root cause analysis and implement preventative remediation.
Maintain regular updates for active incidents and projects in ServiceNow.
Identify systemic risks and drive proactive remediation across client environments.
Translate business requirements into technical recommendations and improvement roadmaps.
Build trusted relationships with client stakeholders and advocate for client outcomes.
Participate in a rotating out-of-hours escalation schedule.
Work shifts between 7:00am and 6:00pm, including coverage during team absences.
Occasionally perform planned maintenance and project work during evenings and weekends

Advanced Windows domain administration and troubleshooting.
Microsoft 365, including Teams, Exchange, Intune, SharePoint, Azure Cloud, and Azure AD.
Storage Area Networks (Nimble, Pure Storage).
Public cloud platforms (Azure and AWS).
Multi-factor authentication solutions (Microsoft Authenticator, DUO).
Backup and recovery solutions (Veeam, MSP360, AWS).
Core networking concepts including TCP/IP, LAN/WAN, DHCP, DNS, routing, switching, and firewalls.
Citrix XenApp administration.
Identity and access management (Okta).
Windows Server and Linux Server OS management.
Virtualisation platforms (VMware, OpenShift).
Secure Email Gateway / Email Security Gateway solutions (Proofpoint, Mimecast).
PowerShell scripting.
Endpoint protection / Anti-Virus software (SentinelOne).
VoIP systems and platforms (Cisco, Microsoft Teams)

Clients view the engineer as a trusted resource.
Major incidents become less frequent and shorter in duration.
Client environments continuously improve under active stewardship.
Escalations decrease due to preventative engineering and knowledge transfer.
-he engineer raises the technical maturity of both the client and the service desk

Minimum 3-5 years of experience in a tier 3 support of simialr.

Generous annual leave entitlement plus bank holidays (pro-rata if part-time working hours apply)
Gym discount

Comprehensive travel insurance for you and your family in line with scheme rules
Confidential well-being and counselling support

If you feel you have the necessary experience to go forward for this role, please apply now. We'd love to see your CV.