Escalation Engineer, Enterprise Service Desk at ABACUS
United States
<table width="100%"> <tbody> <tr> <td width="623"> <p><strong>Overview</strong></p> </td> </tr> <tr> <td width="623"> <p>The Escalation Engineer is a senior Tier 3 engineering role within the Service Delivery organization, acting as the primary technical owner and escalation authority for a portfolio of high-visibility, high-touch clients. Beyond resolving complex incidents, the role is responsible for preventing them, driving stability, operational maturity, and long-term technical improvement </p> <p> </p> <p>Operating at the intersection of infrastructure engineering, service operations, and client advisory, the Technical Account Manager delivers proactive technical leadership across client environments and the shared multi-tenant platform. Unlike traditional escalation support, this position functions as a trusted technical partner to both the client and internal teams. The Technical Account Manager maintains deep familiarity with assigned environments and provides white-glove service, ensuring consistent standards, effective troubleshooting, and durable resolutions. </p> </td> </tr> <tr> <td width="623"> <p><strong>Job Description</strong></p> </td> </tr> <tr> <td width="623"> <p><strong>Duties and Responsibilities:</strong></p> <ul> <li>Act as the senior escalation point for Tier 1 and Tier 2 Service Desk administrators for assigned clients</li> <li>Respond to calls/emails/messages from technical POC’s from assigned clients in a timely and efficient manner</li> <li>Collaborate with SME engineering teams to uphold operational and architectural standards</li> <li>Promote documentation, knowledge sharing, and service continuity</li> <li>Take full ownership of complex or business-critical incidents through permanent resolution</li> <li>Lead incident bridges and coordinate internal and external stakeholders during major outages for assigned clients</li> <li>Liaise with assigned clients CXM on a regular basis to discuss ongoing issues, trends, and technical road map</li> <li>Provide clear status communication and expectation management throughout incident lifecycles</li> <li>Perform root cause analysis and implement preventative remediation</li> <li>Maintain regular updates for active incidents and projects in ServiceNow</li> <li>Identify systemic risks and drive proactive remediation across client environments</li> <li>Translate business requirements into technical recommendations and improvement roadmaps</li> <li>Build trusted relationships with client stakeholders and advocate for client outcomes</li> <li>Participate in a rotating out-of-hours escalation schedule</li> <li>Work shifts between 7:00am and 6:00pm, including coverage during team absences</li> <li>Occasionally perform planned maintenance and project work during evenings and weekends</li> </ul> <p> </p> <p><strong>Person Specification</strong></p> <p><strong>Qualifications and Experience</strong></p> <table> <tbody> <tr> <td width="202"> <p><strong>Education</strong></p> </td> <td width="202"> <p><strong>From an accredited college or university in the related field of:</strong></p> </td> <td width="202"> <p><strong>Required/Preferred</strong></p> </td> </tr> <tr> <td width="202"> <p>Bachelor's Degree</p> </td> <td width="202"> <p>Related</p> </td> <td width="202"> <p>Preferred</p> </td> </tr> </tbody> </table> <p> </p> <table> <tbody> <tr> <td width="202"> <p><strong>Experience</strong></p> </td> <td width="202"> <p><strong>In the field of:</strong></p> </td> <td width="202"> <p><strong>Required/Preferred</strong></p> </td> </tr> <tr> <td width="202"> <p>3-5 Years</p> </td> <td width="202"> <p>Tier 3 Support</p> </td> <td width="202"> <p>Required</p> </td> </tr> <tr> <td width="202"> <p>0-2 Years</p> </td> <td width="202"> <p>MSP</p> </td> <td width="202"> <p>Preferred</p> </td> </tr> </tbody> </table> <p> </p> <table> <tbody> <tr> <td width="202"> <p><strong>Licenses and Certifications</strong></p> </td> <td width="202"> <p><strong>Professional Association</strong></p> </td> <td width="202"> <p><strong>Required/Preferred</strong></p> </td> </tr> <tr> <td width="202"> <p>AZ104</p> </td> <td width="202"> <p>Microsoft</p> </td> <td width="202"> <p>Preferred</p> </td> </tr> <tr> <td width="202"> <p>MSCE</p> </td> <td width="202"> <p>Microsoft</p> </td> <td width="202"> <p>Preferred</p> </td> </tr> <tr> <td width="202"> <p>Windows Server Admin</p> </td> <td width="202"> <p>Microsoft</p> </td> <td width="202"> <p>Preferred</p> </td> </tr> <tr> <td width="202"> <p> </p> </td> <td width="202"> <p> </p> </td> <td width="202"> <p>Preferred</p> </td> </tr> </tbody> </table> <p> </p> <p><strong>Knowledge, Skills, and Abilities</strong></p> <ul> <li>Advanced Windows domain administration and troubleshooting</li> <li>Microsoft 365, including Teams, Exchange, Intune, SharePoint, Azure Cloud, and Azure AD</li> <li>Storage Area Networks (Nimble, Pure Storage)</li> <li>Public cloud platforms (Azure and AWS)</li> <li>Multi-factor authentication solutions (Microsoft Authenticator, DUO)</li> <li>Backup and recovery solutions (Veeam, MSP360, AWS)</li> <li>Core networking concepts including TCP/IP, LAN/WAN, DHCP, DNS, routing, switching, and firewalls</li> <li>Citrix XenApp administration</li> <li>Identity and access management (Okta)</li> <li>Windows Server and Linux Server OS management</li> <li>Virtualisation platforms (VMware, Proxmox)</li> <li>Secure Email Gateway / Email Security Gateway solutions (Proofpoint, Mimecast)</li> <li>PowerShell scripting</li> <li>Endpoint protection / Anti-Virus software (SentinelOne)</li> <li>VoIP systems and platforms (Cisco, Microsoft Teams)</li> <li>The engineer raises the technical maturity of both the client and the service desk</li> </ul> <p><strong> </strong></p> <p><strong>Attributes that will drive success:</strong></p> <ul> <li>Clients view the engineer as a trusted resource</li> </ul> </td> </tr> </tbody> </table>
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