Escalation Engineer, Enterprise Service Desk

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.
Job Description
Duties and 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
Person Specification
Qualifications And Experience
Education
From an accredited college or university in the related field of:
Required/Preferred
Bachelor's Degree
Related
Preferred
Experience
Required/Preferred
In the field of:
3-5 Years
Tier 3 Support
Required
0-2 Years
MSP
Preferred
Licenses and Certifications
Professional Association
Required/Preferred
AZ104
Microsoft
Preferred
MSCE
Microsoft
Preferred
Windows Server Admin
Microsoft
Knowledge, Skills, And Abilities
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, Proxmox)
Secure Email Gateway / Email Security Gateway solutions (Proofpoint, Mimecast)
PowerShell scripting
Endpoint protection / Anti-Virus software (SentinelOne)
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

Work arrangement
Yes