Engineer, Enterprise Service Desk
Summary
A Tier 3 enterprise service desk engineer supporting a multi-tenant hosted platform for clients: resolving escalated tickets in ServiceNow, administering Microsoft 365/Azure, VMware and storage/data center infrastructure, and coordinating with clients, vendors, and SME engineering teams. Core hours are 9 AM–6 PM EST with periodic rotating out-of-hours support.
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
Skills
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