Engineer, Enterprise Service Desk
At ABACUS · Remote in US
- Customer support
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Open to the United States
“Remote in US”
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- Posted
- 29 September 2026
- First seen by us
- 3 November 2026
- Last checked
- 12 hours ago
Job description
From ABACUS’s job post, as they wrote it.
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.
Read the full description
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
Engineer, Enterprise Service DeskABACUS
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