Engineer, Enterprise Service Desk

This is a fully remote position, open to applicants in United States.

📋 Description

• Address escalated concerns from Tier 1 and Tier 2 Service Desk Administrators.

• Take full responsibility for resolving escalated issues.

• Oversee and support a multi-tenant hosted platform within a collaborative team setting.

• Manage VMware virtualized environments.

• Support the physical data center infrastructure and related resources.

• Collaborate with clients and third parties to resolve complex issues.

• Provide after-hours escalation support on a rotating basis, approximately every 2–3 months.

• Foster effective working relationships with Tier 1 and Tier 2 teams.

• Offer regular status updates on pending tickets and ongoing project work in ServiceNow.

• Work Monday to Friday during the designated hours of 9:00 AM to 6:00 PM EST.

• Exhibit flexibility during colleagues' PTO periods.

• Occasionally carry out scheduled maintenance or project work during evenings and weekends.

⛳️ Requirements

• Bachelor’s degree or equivalent professional experience.

• A minimum of 3–5 years of experience in a Tier 2/Tier 3 support team or a similar position.

• Proficient in advanced Windows domain administration and troubleshooting.

• Knowledgeable in Microsoft 365, including Teams, Exchange, Intune, SharePoint, Azure Cloud, and Azure AD.

• Familiar with Storage Area Networks, including Nimble and Pure Storage.

• Experience with public cloud platforms, such as Azure and AWS.

• Understanding of multi-factor authentication solutions, including Microsoft Authenticator and DUO.

• Experience with backup and recovery solutions, including Veeam, MSP360, and AWS.

• Strong grasp of core networking concepts, including TCP/IP, LAN/WAN, DHCP, DNS, routing, switching, and firewalls.

• Proficient in Citrix XenApp administration.

• Experience in identity and access management, including Okta.

• Skilled in managing Windows Server and Linux Server operating systems.

• Familiar with virtualization platforms, including VMware and Proxmox.

• Knowledgeable in Secure Email Gateway/Email Security Gateway solutions, including Proofpoint and Mimecast.

• Proficient in PowerShell scripting.

• Experience with endpoint protection/anti-virus software, including SentinelOne.

• Knowledge of VoIP systems and platforms, including Cisco and Microsoft Teams.

• Microsoft certification preferred, including AZ-104, MSCE, or Windows Server Administration.

• VMware certification is a plus, including VCP or VCA.

• Networking certifications are advantageous.

• Experience in managed service providers (MSP) is strongly preferred.

• Ability to work Monday through Friday during the specified hours of 9:00 AM to 6:00 PM EST.

• Willingness to work occasional scheduled maintenance or project tasks during evenings and weekends.

🏝️ Benefits

• After-hours escalation support on a rotating schedule, approximately every 2–3 months.

• Flexibility during periods of colleague PTO.