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Home · Abacus · Engineer, Enterprise Service Desk

Overview -

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. 

Responsibilities (including but not limited to the following):

  • 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

Technical Skills & Experience 

Strong technical knowledge in the following areas: 

  • 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) 

Qualifications:

  • 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 

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.