Key skills
Windows domain administrationMicrosoft 365Microsoft TeamsMicrosoft ExchangeMicrosoft IntuneMicrosoft SharePointAzure CloudAzure Active DirectoryStorage Area NetworksNimble StoragePure StoragePublic cloud platformsAzureAWSMulti-factor authentication solutionsMicrosoft AuthenticatorDUOBackuprecovery solutionsVeeamMSP360Core networking conceptsTCP/IPLAN/WANDHCPDNSRoutingSwitchingFirewallsCitrix XenApp administrationIdentityaccess managementOktaWindows Server managementLinux Server managementVirtualisation platformsVMwareProxmoxSecure Email Gateway solutionsProofpointMimecastPowerShell scriptingEndpoint protection softwareSentinelOneVoIP systemsCisco VoIPMicrosoft Teams VoIPMicrosoft CertifiedVMware CertifiedNetworking certificationsTier 2 / 3 support experienceMSP experiencePowerShellAzure ADServiceNow
About this role
Abacus is a company that specializes in providing enterprise services, and they are seeking an Enterprise Service Desk Engineer to support and maintain a multi-tenant hosted infrastructure. The role involves acting as a Tier 3 escalation point for complex technical issues, managing client environments, and ensuring platform stability and service continuity.
Responsibilities:
- 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 virtualised environments
- Support physical datacentre 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
- Cover a range of shifts between 7:00am and 6:00pm, including during periods of colleague holiday and sickness
- Occasionally perform scheduled maintenance or project work over evening and weekends
Requirements:
- Bachelor's degree or equivalent in professional experience
- Minimum 3-5 years' experience in a Tier 2 / 3 support team or similar role
- Strong technical knowledge in advanced Windows domain administration and troubleshooting
- Strong technical knowledge in Microsoft 365, including Teams, Exchange, Intune, SharePoint, Azure Cloud, and Azure AD
- Strong technical knowledge in Storage Area Networks (Nimble, Pure Storage)
- Strong technical knowledge in public cloud platforms (Azure and AWS)
- Strong technical knowledge in multi-factor authentication solutions (Microsoft Authenticator, DUO)
- Strong technical knowledge in backup and recovery solutions (Veeam, MSP360, AWS)
- Strong technical knowledge in core networking concepts including TCP/IP, LAN/WAN, DHCP, DNS, routing, switching, and firewalls
- Strong technical knowledge in Citrix XenApp administration
- Strong technical knowledge in identity and access management (Okta)
- Strong technical knowledge in Windows Server and Linux Server OS management
- Strong technical knowledge in virtualisation platforms (VMware, Proxmox)
- Strong technical knowledge in Secure Email Gateway / Email Security Gateway solutions (Proofpoint, Mimecast)
- Strong technical knowledge in PowerShell scripting
- Strong technical knowledge in endpoint protection / Anti-Virus software (SentinelOne)
- Strong technical knowledge in VoIP systems and platforms (Cisco, Microsoft Teams)
- Ability to work 8am-5pm CST Monday-Friday shift
- Microsoft Certified preferred (AZ104, MSCE, Windows server admin)
- VMWare Certified beneficial (VCP VCA)
- Networking Certs beneficial
- MSP experience preferred