Escalation Engineer, Enterprise Service Desk at Abacus Group LLC

<p>The Escalation Engineer is a senior Tier 3 engineering role within the Service Delivery organisation, acting as the <span style="font-size: 10.5pt;"><span style="font-family: 'Verdana' sans-serif;">primary technical owner and escalation authority for a portfolio of high-visibility, high-touch clients. Beyond </span><span style="font-family: 'Verdana' sans-serif;">resolving complex incidents, the role is responsible for preventing them, driving stability, operational maturity, and </span><span style="font-family: 'Verdana' sans-serif;">long-term technical improvement </span><span style="font-family: 'Verdana' sans-serif;">Operating at the intersection of infrastructure engineering, service operations, and client advisory, this </span><span style="font-family: 'Verdana' sans-serif;">role delivers proactive technical leadership across client environments and the shared multi-tenant platform. </span><span style="font-family: 'Verdana' sans-serif;">Unlike traditional escalation support, this position functions as a trusted technical partner to both the client and </span><span style="font-family: 'Verdana' sans-serif;">internal teams.&nbsp;</span><span style="font-family: 'Verdana' sans-serif;">The Escalation Engineer maintains deep familiarity with assigned environments and provides</span><span style="font-family: 'Verdana' sans-serif;"><br></span></span>white-glove service, ensuring consistent standards, effective troubleshooting, and durable resolutions.</p> <div><strong data-olk-copy-source="MailCompose">DUTIES AND RESPONSIBILITIES:</strong></div> <ul data-editing-info="{&quot;applyListStyleFromLevel&quot;:true}"> <li> <div>Act as the senior escalation point for Tier 1 and Tier 2 Service Desk administrators for assigned clients.</div> </li> <li> <div>Respond to calls/emails/messages from technical POC’s from assigned clients in a timely and efficient manner.</div> </li> <li> <div>Collaborate with SME engineering teams to uphold operational and architectural standards.</div> </li> <li> <div>Promote documentation, knowledge sharing, and service continuity.</div> </li> <li> <div>Take full ownership of complex or business-critical incidents through permanent resolution.</div> </li> <li> <div>Lead incident bridges and coordinate internal and external stakeholders during major outages for assigned clients.</div> </li> <li> <div>Liaise with assigned clients CXM on a regular basis to discuss ongoing issues, trends, and technical road map.</div> </li> <li> <div>Provide clear status communication and expectation management throughout incident lifecycles.</div> </li> <li> <div>Perform root cause analysis and implement preventative remediation.</div> </li> <li> <div>Maintain regular updates for active incidents and projects in ServiceNow.</div> </li> <li> <div>Identify systemic risks and drive proactive remediation across client environments.</div> </li> <li> <div>Translate business requirements into technical recommendations and improvement roadmaps.</div> </li> <li> <div>Build trusted relationships with client stakeholders and advocate for client outcomes.</div> </li> <li> <div>Participate in a rotating out-of-hours escalation schedule.</div> </li> <li> <div>Work shifts between 7:00am and 6:00pm, including coverage during team absences.</div> </li> <li> <div>Occasionally perform planned maintenance and project work during evenings and weekends</div> </li> </ul> <div><strong>Skills:</strong></div> <ul data-editing-info="{&quot;applyListStyleFromLevel&quot;:true}"> <li> <div>Advanced Windows domain administration and troubleshooting.</div> </li> <li> <div>Microsoft 365, including Teams, Exchange, Intune, SharePoint, Azure Cloud, and Azure AD.</div> </li> <li> <div>Storage Area Networks (Nimble, Pure Storage).</div> </li> <li> <div>Public cloud platforms (Azure and AWS).</div> </li> <li> <div>Multi-factor authentication solutions (Microsoft Authenticator, DUO).</div> </li> <li> <div>Backup and recovery solutions (Veeam, MSP360, AWS).</div> </li> <li> <div>Core networking concepts including TCP/IP, LAN/WAN, DHCP, DNS, routing, switching, and firewalls.</div> </li> <li> <div>Citrix XenApp administration.</div> </li> <li> <div>Identity and access management (Okta).</div> </li> <li> <div>Windows Server and Linux Server OS management.</div> </li> <li> <div>Virtualisation platforms (VMware, OpenShift).</div> </li> <li> <div>Secure Email Gateway / Email Security Gateway solutions (Proofpoint, Mimecast).</div> </li> <li> <div>PowerShell scripting.</div> </li> <li> <div>Endpoint protection / Anti-Virus software (SentinelOne).</div> </li> <li> <div>VoIP systems and platforms (Cisco, Microsoft Teams)</div> </li> </ul> <div><strong>ATTRIBUTES THAT WILL DRIVE SUCCESS:</strong></div> <div>&nbsp;</div> <ul data-editing-info="{&quot;applyListStyleFromLevel&quot;:true}"> <li> <div>Clients view the engineer as a trusted resource.</div> </li> <li> <div>Major incidents become less frequent and shorter in duration.</div> </li> <li> <div>Client environments continuously improve under active stewardship.</div> </li> <li> <div>Escalations decrease due to preventative engineering and knowledge transfer.</div> </li> <li> <div>-he engineer raises the technical maturity of both the client and the service desk</div> </li> </ul> <div><strong>Qualifications:</strong></div> <ul> <li>Bachelor's Degree or equivalent in professional&nbsp;experience</li> <li>Microsoft Certified (MCSE) a plus</li> <li>AZ104, MSCE, Windows server admin</li> <li>VMWare Certified (VCP VCA)</li> <li>Minimum 3-5 years of experience in a tier 3 support of simialr.</li> </ul> <div> <p><strong>The benefits package consists of:</strong></p> <ul> <li>Generous annual leave entitlement plus bank holidays (pro-rata if part-time working hours apply)</li> <li>Gym discount</li> <li>Life insurance</li> <li>Comprehensive travel insurance for you and your family in line with scheme rules</li> <li>Confidential well-being and counselling support</li> <li>Competitive Compensation</li> <li>Contributory pension scheme</li> <li>Company events</li> <li>Private Medical and Dental Insurance</li> </ul> </div> <p><strong>If you feel you have the necessary experience to go forward for this role, please apply now. We'd love to see your CV.</strong></p>