Engineer, Enterprise Service Desk

Responsibilities

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

Requirements

Advanced Windows domain administration and troubleshooting

• Microsoft 365, including Teams, Exchange, Intune, SharePoint, Azure Cloud, and Azure AD
• 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
• Windows Server and Linux Server OS management
• VoIP systems and platforms, including Cisco and Microsoft Teams

Preferred

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

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)

Flexibility during periods of colleague PTO

Technical Skills & Experience

Storage Area Networks, including Nimble and Pure Storage

Public cloud platforms, including Azure and AWS

• Multi-factor authentication solutions, including Microsoft Authenticator and DUO
• Identity and access management, including Okta

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

Qualifications and Education Requirements

Bachelor’s degree or equivalent professional experience

VMware certification beneficial, including VCP or VCA

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