Escalation Engineer, Enterprise Service Desk

• Act as the senior escalation point for Tier 1 and Tier 2 Service Desk administrators for assigned clients
• Respond to calls/emails/messages from technical POC’s from assigned clients in a timely and efficient manner
• Collaborate with SME engineering teams to uphold operational and architectural standards
• Promote documentation, knowledge sharing, and service continuity
• Take full ownership of complex or business-critical incidents through permanent resolution
• Lead incident bridges and coordinate internal and external stakeholders during major outages for assigned clients
• Liaise with assigned clients CXM on a regular basis to discuss ongoing issues, trends, and technical road map
• Provide clear status communication and expectation management throughout incident lifecycles
• Perform root cause analysis and implement preventative remediation
• Maintain regular updates for active incidents and projects in ServiceNow
• Identify systemic risks and drive proactive remediation across client environments
• Translate business requirements into technical recommendations and improvement roadmaps
• Build trusted relationships with client stakeholders and advocate for client outcomes
• Participate in a rotating out-of-hours escalation schedule
• Work shifts between 7:00am and 6:00pm, including coverage during team absences
• Occasionally perform planned maintenance and project work during evenings and weekends

Person Specification

From an accredited college or university in the related field of:

Required/Preferred

Bachelor's Degree

Related

Preferred

Required/Preferred

3-5 Years

Required

0-2 Years

MSP

Preferred

Professional Association

Required/Preferred

AZ104

Microsoft

Preferred

Microsoft

Preferred

Microsoft

Preferred

Preferred

• Advanced Windows domain administration and troubleshooting
• Microsoft 365, including Teams, Exchange, Intune, SharePoint, Azure Cloud, and Azure AD
• Storage Area Networks (Nimble, Pure Storage)
• Public cloud platforms (Azure and AWS)
• Multi-factor authentication solutions (Microsoft Authenticator, DUO)
• Backup and recovery solutions (Veeam, MSP360, AWS)
• Core networking concepts including TCP/IP, LAN/WAN, DHCP, DNS, routing, switching, and firewalls
• Citrix XenApp administration
• Identity and access management (Okta)
• Windows Server and Linux Server OS management
• Virtualisation platforms (VMware, Proxmox)
• Secure Email Gateway / Email Security Gateway solutions (Proofpoint, Mimecast)
• PowerShell scripting
• Endpoint protection / Anti-Virus software (SentinelOne)
• VoIP systems and platforms (Cisco, Microsoft Teams)
• The engineer raises the technical maturity of both the client and the service desk

• Clients view the engineer as a trusted resource

Candidates must be legally authorized to work in the country in which the position is based. At this time, we are unable to provide employment-based visa sponsorship for this position, now or in the future.

We may use artificial intelligence (AI) and other technology-assisted tools to support certain aspects of our recruiting and hiring process. These tools may assist with activities such as organizing, reviewing, or summarizing candidate information. AI-generated outputs or recommendations do not replace human judgment, and our hiring team maintains human review and oversight of employment decisions.