Engineer, Enterprise Service Desk

Abacus Group

. Respond to escalated issues from Tier 1 and Tier 2 Service Desk Administrators .

Posted 9/29/2026full-timeRemote • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in advanced Windows domain administration, multi-tenant platform management, and virtualization technologies. Proficient in supporting cloud services and implementing security solutions while maintaining effective communication with clients and team members.

Highest-signal resume keywords

Advanced Windows Domain AdministrationMicrosoft 365 SupportVMware Virtualization ManagementPowerShell ScriptingMulti-Factor Authentication Solutions

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Windows Server ManagementLinux Server ManagementCore Networking ConceptsCitrix XenApp AdministrationBackup and Recovery SolutionsPublic Cloud PlatformsStorage Area NetworksIdentity and Access ManagementEndpoint Protection SoftwareVoIP Systems

Soft Skills

Effective CommunicationTeam CollaborationProblem SolvingFlexibilityRelationship Management

Tools & Technologies

ServiceNowAzure CloudAWSMicrosoft TeamsIntuneSharePointNimble StoragePure StorageProofpointMimecast

Certifications & Qualifications

Bachelor's DegreeMicrosoft CertificationVMware CertificationNetworking Certifications

Industry Keywords

Multi-Tenant Hosted PlatformService Desk SupportEscalated Issues ManagementData Center InfrastructureOut-of-Hours Support

Tech Stack

Tools & technologies

AWSAzureCitrixCloudDNSFirewallsLinuxServiceNowSwitchingTCP/IPVMwareVoIP

About the role

Key responsibilities & impact

Respond to escalated issues from Tier 1 and Tier 2 Service Desk Administrators
Take ownership of escalated issues through 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 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 effective working relationships with Tier 1 and Tier 2 teams
Provide regular status updates on outstanding tickets and active project work in ServiceNow
Work Monday through Friday during the stated 9:00 AM and 6:00 PM EST schedule
Provide flexibility during colleague PTO periods
Occasionally perform scheduled maintenance or project work during evenings and weekends

Requirements

What you’ll need

Bachelor’s degree or equivalent professional experience
Minimum 3–5 years of experience in a Tier 2 / Tier 3 support team or similar role
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
Microsoft certification preferred, including AZ-104, MSCE, or Windows Server Administration
VMware certification beneficial, including VCP or VCA
Networking certifications beneficial
MSP experience strongly preferred
Ability to work Monday through Friday during the stated 9:00 AM and 6:00 PM EST schedule
Flexibility to work occasional scheduled maintenance or project work during evenings and weekends

Benefits

Comp & perks

Out-of-hours escalation support on a rotating schedule, approximately every 2–3 months
Flexibility during periods of colleague PTO