Engineer, Enterprise Service Desk

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

Work arrangement
Yes