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