Engineer, Enterprise Service Desk

<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 & 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 </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>