Engineer, Enterprise Service Desk

Job Summary:

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, along with 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):

• 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 virtualized environments
• Support physical data center 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