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 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 Originally posted on Himalayas