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 mannerTake ownership of escalated issues through to full resolutionManage and support a multi-tenant hosted platform within a team-based environmentManage VMware virtualized environmentsSupport physical data center infrastructure and associated resourcesWork closely with clients and third parties to resolve escalated issuesProvide out-of-hours escalation support on a rotating schedule, approximately every 2–3 monthsMaintain a high level of interaction with Tier 1 and Tier 2 teams, fostering positive and effective working relationshipsProvide regular status updates on outstanding tickets and active project work in ServiceNow9:00 AM and 6:00 PM EST, including Monday through FridayFlexibility during periods of colleague PTOOccasionally perform scheduled maintenance or project work during evenings and weekends Technical Skills & Experience Advanced Windows domain administration and troubleshootingMicrosoft 365, including Teams, Exchange, Intune, SharePoint, Azure Cloud, and Azure ADStorage Area Networks, including Nimble and Pure StoragePublic cloud platforms, including Azure and AWSMulti-factor authentication solutions, including Microsoft Authenticator and DUOBackup and recovery solutions, including Veeam, MSP360, and AWSCore networking concepts, including TCP/IP, LAN/WAN, DHCP, DNS, routing, switching, and firewallsCitrix XenApp administrationIdentity and access management, including OktaWindows Server and Linux Server OS managementVirtualization platforms, including VMware and ProxmoxSecure Email Gateway / Email Security Gateway solutions, including Proofpoint and MimecastPowerShell scriptingEndpoint protection / anti-virus software, including SentinelOneVoIP systems and platforms, including Cisco and Microsoft Teams Qualifications And Education Requirements Bachelor’s degree or equivalent professional experienceMicrosoft certification preferred, including AZ-104, MSCE, or Windows Server AdministrationVMware certification beneficial, including VCP or VCANetworking certifications beneficialMinimum 3–5 years of experience in a Tier 2 / Tier 3 support team or similar roleMSP experience strongly preferred