Escalation Engineer, Enterprise Service Desk

Abacus Group

. Act as the senior escalation point for Tier 1 and Tier 2 Service Desk administrators for assigned clients .

Posted 9/24/2026full-timeRemote • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in Tier 3 Support, incident management, and client relationship building, with a strong focus on operational excellence and proactive risk management. Proficient in translating business needs into technical solutions while ensuring service continuity and effective communication throughout incident lifecycles.

Highest-signal resume keywords

Tier 3 Support ExperienceIncident ManagementMicrosoft 365 AdministrationRoot Cause AnalysisClient Relationship Management

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Advanced Windows Domain AdministrationCore Networking ConceptsPowerShell ScriptingCitrix XenApp AdministrationBackup and Recovery SolutionsPublic Cloud PlatformsStorage Area NetworksIdentity and Access ManagementVirtualisation PlatformsMulti-Factor Authentication Solutions

Soft Skills

CommunicationCollaborationExpectation ManagementProblem-SolvingRelationship Building

Tools & Technologies

ServiceNowMicrosoft TeamsAzure CloudVeeamSentinelOneCisco VoIP SystemsProofpointMimecastNimble StoragePure Storage

Certifications & Qualifications

AZ104 CertificationMSCE CertificationWindows Server Admin Certification

Industry Keywords

Managed Service Provider (MSP)Incident BridgesService ContinuityTechnical RoadmapsSystemic Risks

Tech Stack

Tools & technologies

AWSAzureCitrixCloudDNSFirewallsLinuxServiceNowSwitchingTCP/IPVMwareVoIP

About the role

Key responsibilities & impact

Act as the senior escalation point for Tier 1 and Tier 2 Service Desk administrators for assigned clients
Respond to calls, emails, and messages from technical points of contact at assigned clients
Collaborate with SME engineering teams to uphold operational and architectural standards
Promote documentation, knowledge sharing, and service continuity
Own complex or business-critical incidents through permanent resolution
Lead incident bridges and coordinate internal and external stakeholders during major outages
Liaise with assigned clients' CXM on ongoing issues, trends, and technical roadmaps
Provide status communication and expectation management throughout incident lifecycles
Perform root cause analysis and implement preventative remediation
Maintain 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

Requirements

What you’ll need

3-5 years of Tier 3 Support experience required
Bachelor's Degree in a related field preferred
0-2 years of MSP experience preferred
AZ104 certification preferred
MSCE certification preferred
Windows Server Admin certification preferred
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 with Okta
Windows Server and Linux Server OS management
Virtualisation 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

Benefits

Comp & perks

Rotating out-of-hours escalation schedule
Work shifts between 7:00am and 6:00pm, including coverage during team absences
Planned maintenance and project work during evenings and weekends