Engineer, Enterprise Service Desk
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LocationRemote in US
Work moderemote · United States
Typefull-time
SeniorityMid
Experience3–5 yrs
DepartmentEngineering Operations-Financial Services
Company size501–1,000 people
PostedSep 29, 2026 · 1mo ago
Verified live1d ago
At a glanceSummarised by Seekless from the posting.
Ability to respond to escalated issues from Tier 1 and Tier 2 Service Desk Administrators in a timely and professional manner
Ability to take ownership of escalated issues through to full resolution
Ability to manage and support a multi-tenant hosted platform within a team-based environment
Ability to manage VMware virtualized environments
Ability to support physical data center infrastructure and associated resources
Ability to work closely with clients and third parties to resolve escalated issues
Ability to provide out-of-hours escalation support on a rotating schedule
Ability to maintain a high level of interaction with Tier 1 and Tier 2 teams, fostering positive and effective working relationships
Ability to provide regular status updates on outstanding tickets and active project work in ServiceNow
Advanced Windows domain administration and troubleshooting
Experience with Microsoft 365, including Teams, Exchange, Intune, SharePoint, Azure Cloud, and Azure AD
Experience with Storage Area Networks, including Nimble and Pure Storage
Experience with public cloud platforms, including Azure and AWS
Experience with multi-factor authentication solutions, including Microsoft Authenticator and DUO
Experience with 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
Bachelor’s degree or equivalent professional experience
Minimum 3–5 years of experience in a Tier 2 / Tier 3 support team or similar role
Microsoft certification preferred, including AZ-104, MSCE, or Windows Server Administration
VMware certification beneficial, including VCP or VCA
Networking certifications beneficial
MSP experience strongly preferred
Skills
Windows Server
Microsoft 365
Teams
Exchange
Intune
SharePoint
Azure Cloud
Azure AD
Storage Area Networks
Nimble
Pure Storage
Azure
AWS
Microsoft Authenticator
DUO
Veeam
MSP360
TCP/IP
LAN/WAN
DHCP
DNS
routing
switching
firewalls
Citrix XenApp
Okta
Linux Server
VMware
Proxmox
Proofpoint
Mimecast
PowerShell
SentinelOne
Cisco
Microsoft Teams
ServiceNow
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