Escalation Engineer, Enterprise Service Desk

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

Requirements

• 0-2 Years

Preferred

• Microsoft 365, including Teams, Exchange, Intune, SharePoint, Azure Cloud, and Azure AD
• 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, Proxmox)
• Secure Email Gateway / Email Security Gateway solutions (Proofpoint, Mimecast)
• PowerShell scripting
• Endpoint protection / Anti-Virus software (SentinelOne)

Overview

The Escalation Engineer is a senior Tier 3 engineering role within the Service Delivery organization, acting as the primary technical owner and escalation authority for a portfolio of high-visibility, high-touch clients. Beyond resolving complex incidents, the role is responsible for preventing them, driving stability, operational maturity, and long-term technical improvement

Operating at the intersection of infrastructure engineering, service operations, and client advisory, the Technical Account Manager delivers proactive technical leadership across client environments and the shared multi-tenant platform. Unlike traditional escalation support, this position functions as a trusted technical partner to both the client and internal teams. The Technical Account Manager maintains deep familiarity with assigned environments and provides white-glove service, ensuring consistent standards, effective troubleshooting, and durable resolutions.

Duties and Responsibilities

• Person Specification
• Qualifications and Experience

Education

• From an accredited college or university in the related field of:
• Required/Preferred
• Bachelor's Degree
• Related

In the field of

• Required/Preferred
• 3-5 Years
• Tier 3 Support

Preferred

• Licenses and Certifications
• Professional Association
• Required/Preferred
• AZ104
• Microsoft

MSCE

Microsoft

Preferred

• Windows Server Admin
• Microsoft

Preferred

• Knowledge, Skills, and Abilities
• Advanced Windows domain administration and troubleshooting
• Storage Area Networks (Nimble, Pure Storage)

VoIP systems and platforms (Cisco, Microsoft Teams)

The engineer raises the technical maturity of both the client and the service desk

Attributes that will drive success

Clients view the engineer as a trusted resource