Escalation Engineer, Enterprise Service Desk

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

📋 Description

• Serve as the primary escalation contact for Tier 1 and Tier 2 Service Desk administrators for designated clients.

• Handle calls, emails, and messages from technical representatives at assigned client accounts.

• Collaborate with subject matter expert engineering teams to maintain operational and architectural standards.

• Encourage documentation, knowledge sharing, and continuity of service.

• Take ownership of complex or business-critical incidents until a permanent resolution is achieved.

• Lead incident management meetings and coordinate both internal and external stakeholders during significant outages.

• Communicate with assigned clients' Customer Experience Managers regarding ongoing issues, trends, and technical roadmaps.

• Provide regular status updates and manage expectations throughout the lifecycle of incidents.

• Conduct root cause analyses and implement preventative measures.

• Keep records updated for active incidents and projects in ServiceNow.

• Identify systemic risks and initiate proactive remediation in client environments.

• Convert business requirements into technical recommendations and development roadmaps.

• Establish trusted relationships with client stakeholders and advocate for their outcomes.

• Participate in a rotating out-of-hours escalation schedule.

• Work shifts from 7:00 am to 6:00 pm, including coverage during team absences.

• Occasionally undertake planned maintenance and project work during evenings and weekends.

⛳️ Requirements

• 3-5 years of experience in Tier 3 Support is required.

• A Bachelor's Degree in a related field is preferred.

• 0-2 years of experience in a Managed Service Provider (MSP) environment is preferred.

• AZ104 certification is preferred.

• MSCE certification is preferred.

• Windows Server Admin certification is preferred.

• Advanced skills in Windows domain administration and troubleshooting.

• Proficiency in Microsoft 365, including Teams, Exchange, Intune, SharePoint, Azure Cloud, and Azure Active Directory.

• Experience with Storage Area Networks, such as Nimble and Pure Storage.

• Familiarity with public cloud platforms, including Azure and AWS.

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

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

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

• Experience with Citrix XenApp administration.

• Knowledge of identity and access management systems, particularly Okta.

• Management experience with Windows Server and Linux Server operating systems.

• Familiarity with virtualization platforms, including VMware and Proxmox.

• Experience with Secure Email Gateway / Email Security Gateway solutions, such as Proofpoint and Mimecast.

• Proficient in PowerShell scripting.

• Knowledge of endpoint protection and anti-virus software, including SentinelOne.

• Experience with VoIP systems and platforms, including Cisco and Microsoft Teams.

🏝️ Benefits

• Participation in a rotating out-of-hours escalation schedule.

• Shifts between 7:00 am and 6:00 pm, including coverage during team absences.

• Opportunities for planned maintenance and project work during evenings and weekends.