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Escalation Engineer, Enterprise Service Desk

Abacus
Edinburgh, GBR
Mid · 3–5 years experience
Onsite
Discovered 1 weeks ago
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DUTIES AND RESPONSIBILITIES:

  • Act as the senior escalation point for Tier 1 and Tier 2 Service Desk administrators for assigned clients.
  • Respond to calls/emails/messages from technical POC’s from assigned clients in a timely and efficient manner.
  • Collaborate with SME engineering teams to uphold operational and architectural standards.
  • Promote documentation, knowledge sharing, and service continuity.
  • Take full ownership of complex or business-critical incidents through permanent resolution.
  • Lead incident bridges and coordinate internal and external stakeholders during major outages for assigned clients.
  • Liaise with assigned clients CXM on a regular basis to discuss ongoing issues, trends, and technical road map.
  • Provide clear status communication and expectation management throughout incident lifecycles.
  • Perform root cause analysis and implement preventative remediation.
  • Maintain regular 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

Skills:

  • 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, OpenShift).
  • Secure Email Gateway / Email Security Gateway solutions (Proofpoint, Mimecast).
  • PowerShell scripting.
  • Endpoint protection / Anti-Virus software (SentinelOne).
  • VoIP systems and platforms (Cisco, Microsoft Teams)
  • ATTRIBUTES THAT WILL DRIVE SUCCESS:
  • Clients view the engineer as a trusted resource.
  • Major incidents become less frequent and shorter in duration.
  • Client environments continuously improve under active stewardship.
  • Escalations decrease due to preventative engineering and knowledge transfer.
  • -he engineer raises the technical maturity of both the client and the service desk

Qualifications:

  • Bachelor's Degree or equivalent in professional experience
  • Microsoft Certified (MCSE) a plus
  • AZ104, MSCE, Windows server admin
  • VMWare Certified (VCP VCA)
  • Minimum 3-5 years of experience in a tier 3 support of simialr.
  • The benefits package consists of:
  • Generous annual leave entitlement plus bank holidays (pro-rata if part-time working hours apply)
  • Gym discount
  • Life insurance
  • Comprehensive travel insurance for you and your family in line with scheme rules
  • Confidential well-being and counselling support
  • Competitive Compensation
  • Contributory pension scheme
  • Company events
  • Private Medical and Dental Insurance
  • If you feel you have the necessary experience to go forward for this role, please apply now. We'd love to see your CV.
  • 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, OpenShift).
  • Secure Email Gateway / Email Security Gateway solutions (Proofpoint, Mimecast).
  • PowerShell scripting.
  • Endpoint protection / Anti-Virus software (SentinelOne).
  • VoIP systems and platforms (Cisco, Microsoft Teams)
  • Clients view the engineer as a trusted resource.
  • Major incidents become less frequent and shorter in duration.
  • Client environments continuously improve under active stewardship.
  • Escalations decrease due to preventative engineering and knowledge transfer.
  • -he engineer raises the technical maturity of both the client and the service desk

Preferred Qualifications

  • Microsoft Certified (MCSE) a plus

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