Engineer, Enterprise Service Desk at Abacus Group LLC

<p><strong>Job Summary:</strong></p> <p>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.</p> <p>This position also works closely with SME engineering teams to ensure client platform stability, reliability, and service continuity.</p> <p><strong>Responsibilities (including, but not limited to):</strong></p> <ul> <li>Respond to escalated issues from Tier 1 and Tier 2 Service Desk Administrators in a timely and professional manner</li> <li>Take ownership of escalated issues through to full resolution</li> <li>Manage and support a multi-tenant hosted platform within a team-based environment</li> <li>Manage VMware virtualized environments</li> <li>Support physical data center infrastructure and associated resources</li> <li>Work closely with clients and third parties to resolve escalated issues</li> <li>Provide out-of-hours escalation support on a rotating schedule, approximately every 2–3 months</li> <li>Maintain a high level of interaction with Tier 1 and Tier 2 teams, fostering positive and effective working relationships</li> <li>Provide regular status updates on outstanding tickets and active project work in ServiceNow</li> <li>9:00 AM and 6:00 PM EST, including Monday through Friday</li> <li>Flexibility during periods of colleague PTO</li> <li>Occasionally perform scheduled maintenance or project work during evenings and weekends</li> </ul> <p><strong>Technical Skills &amp; Experience:</strong></p> <ul> <li>Advanced Windows domain administration and troubleshooting</li> <li>Microsoft 365, including Teams, Exchange, Intune, SharePoint, Azure Cloud, and Azure AD</li> <li>Storage Area Networks, including Nimble and Pure Storage</li> <li>Public cloud platforms, including Azure and AWS</li> <li>Multi-factor authentication solutions, including Microsoft Authenticator and DUO</li> <li>Backup and recovery solutions, including Veeam, MSP360, and AWS</li> <li>Core networking concepts, including TCP/IP, LAN/WAN, DHCP, DNS, routing, switching, and firewalls</li> <li>Citrix XenApp administration</li> <li>Identity and access management, including Okta</li> <li>Windows Server and Linux Server OS management</li> <li>Virtualization platforms, including VMware and Proxmox</li> <li>Secure Email Gateway / Email Security Gateway solutions, including Proofpoint and Mimecast</li> <li>PowerShell scripting</li> <li>Endpoint protection / anti-virus software, including SentinelOne</li> <li>VoIP systems and platforms, including Cisco and Microsoft Teams&nbsp;</li> </ul> <p><strong>Qualifications and Education Requirements:</strong></p> <ul> <li>Bachelor’s degree or equivalent professional experience</li> <li>Microsoft certification preferred, including AZ-104, MSCE, or Windows Server Administration</li> <li>VMware certification beneficial, including VCP or VCA</li> <li>Networking certifications beneficial</li> <li>Minimum 3–5 years of experience in a Tier 2 / Tier 3 support team or similar role</li> <li>MSP experience strongly preferred</li> </ul>