Engineer, Enterprise Service Desk

The Enterprise Service Desk Engineer supports and maintains a multi-tenant hosted infrastructure, acting as a Tier 3 escalation point for complex technical issues within the Enterprise Service Desk. The role includes support and administration of client environments across a broad range of technologies and coordination with clients and third-party vendors.

This position also works closely with SME engineering teams to ensure client platform stability, reliability, and service continuity.

• →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

• 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)

• Bachelor’s degree or equivalent in professional experience
• Microsoft Certified preferred (AZ104, MSCE, Windows server admin)
• VMWare Certified beneficial (VCP VCA)
• Networking Certs beneficial
• Minimum 3-5 years’ experience in a Tier 2 / 3 support team or similar role
• MSP experience preferred
• Ability to work 8am-5pm CST Monday-Friday shift