Escalation Engineer, Enterprise Service Desk

🕒 September 24

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

👷🏻‍♀️ Engineer

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Abacus Group

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2008

🔒 Cybersecurity

🏥 Healthcare

Cybersecurity • Healthcare

Abacus Group is a global managed IT and cybersecurity partner specializing in highly regulated industries, primarily financial services and healthcare. They offer integrated managed IT operations, multi-cloud and infrastructure management, managed cybersecurity (including endpoint protection, access controls, monitoring, vCISO and incident response), managed AI services, cybersecurity governance and advisory, and professional services. Abacus positions itself as an MSP + MSSP delivering 24x7x365 coverage, compliance expertise, AI orchestration, and white-glove, industry-focused support to enhance resiliency and regulatory compliance. The company reports supporting 1,200+ clients in 25+ countries, with 95% of clients in financial services and healthcare.

📋 Description

• 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

• 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

• 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