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 and 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.

Key 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 virtualised environments
• Support physical datacentre 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
• Cover a range of shifts between 7:00am and 6:00pm, including during periods of colleague holiday and sickness
• Occasionally perform scheduled maintenance or project work over evening and weekends

Technical Skills & Experience

Strong technical knowledge in the following areas:

• 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)

Qualifications

• Bachelor’s degree or equivalent in professional experience
• Microsoft Certified preferred (AZ104, MSCE, Windows server admin)
• VMWare Certified beneficial (VCP VCA)
• Networking Certs beneficial
• Minimum 3-5 years’ experience in a Tier 2 / 3 support team or similar role
• MSP experience preferred
• Ability to work 8am-5pm CST Monday-Friday shift

Benefits of Working for Abacus

• Exposure to a diverse array of technologies.
• Internal opportunities for career advancement.
• Part of a team of experienced technicians that aim to deliver exceptional service
• Competitive compensation.
• Robust benefits package: medical, dental, vision, disability, life insurance, 401k, and PTO.
• Opportunities to further technical education through online courses.