# Escalation Engineer, Enterprise Service Desk at ABACUS

Escalation Engineer, Enterprise Service Desk at ABACUS in Remote in US. Remote. Posted September 24, 2026.

- Company: ABACUS
- Location: Remote in US
- Workplace: Remote
- Experience: 3+ years
- Posted: 2026-09-24
- Apply: https://abacustechnology.com/about/careers/current-vacancies/?gh_jid=8004978003
- Source: https://jobmagic.ai/jobs/escalation-engineer-enterprise-service-desk-abacus-246038

## Requirements

- 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)

## Description

**Overview**

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 

 

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.  

**Job DescriptionDuties 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

 

**Person SpecificationQualifications and ExperienceEducationFrom an accredited college or university in the related field of:Required/Preferred**

Bachelor's Degree

Related

Preferred

 

**ExperienceIn the field of:Required/Preferred**

3-5 Years

Tier 3 Support

Required

0-2 Years

MSP

Preferred

 

**Licenses and CertificationsProfessional AssociationRequired/Preferred**

AZ104

Microsoft

Preferred

MSCE

Microsoft

Preferred

Windows Server Admin

Microsoft

Preferred

 

 

Preferred

 

**Knowledge, Skills, and Abilities**

- 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)

- The engineer raises the technical maturity of both the client and the service desk

** Attributes that will drive success:**

- Clients view the engineer as a trusted resource