# Engineer, Enterprise Service Desk

**Company:** [Abacus AI](https://zerogtalent.com/ai-companies/abacus-ai)
**Location:** Athens-Clarke County, Georgia, United States; Atlanta, Georgia, United States; Boston, Massachusetts, United States; Charlotte, North Carolina, United States; Chicago, Illinois, United States; Columbus, Ohio, United States; Fort Lauderdale, Florida, United States; Frisco, Texas, United States; Miami, Florida, United States; New York, New York, United States; Newark, New Jersey, United States; Orlando, Florida, United States
**Work mode:** On-site
**Employment type:** Full Time
**Category:** Engineering
**Department:** Enterprise Service Desk-Healthcare
**Listed:** 2026-09-29

[View and apply on Zero G Talent](https://zerogtalent.com/ai-jobs/abacus-ai/engineer-enterprise-service-desk-8008489003)

## Job description

**Job Summary:**   
Abacus’s Level Three Support - Engineer role is responsible for the design and implementation of customer-facing and internal systems, including public and private cloud environments as well as on-premise infrastructure and telephony systems, all while providing a world-class client experience daily. In addition to leading projects, Level Threes provide escalation support to all service delivery team members. 

**Responsibilities (including, but not limited to):**

-   Deliver an excellent customer experience in all interactions
-   Resolve new and escalated service tickets, provide guidance for or personally resolve aging and complex issues
-   Assist clients with the design and implementation, installation, configuration, and ongoing usability of desktop computers, mobile devices, peripheral equipment, telephony systems, servers, storage, networking, and software
-   Troubleshoot and resolve client emergencies with minimal oversight, persevering until resolved
-   Work with vendor representatives to resolve software and hardware issues
-   Install and/or upgrade Microsoft Server Operating Systems
-   Perform advanced virus, malware, and ransomware mediation
-   Provide professional-quality server room cable management
-   Create and maintain high-quality, detailed documentation
-   Resolve complex backup issues and perform restore testing
-   Notify Client Success Managers when outdated equipment causes repeated issues
-   Install, configure, and support complex virtual environments with High Availability in VMWare ESXi and Hyper-V environments
-   Work with clients to harden security posture through policy and advanced technologies according to Abacus standards and processes
-   Communicate with clients as required, keeping them informed of incident progress and notifying them of impending changes or agreed-upon outages
-   Remain accountable for continued customer satisfaction, coordinate all activities with the client, assist with client training, and represent Abacus in a professional manner

**Qualifications and Education Requirements:**

-   Associate’s degree in a technology-related field required
-   5–7 years of systems engineering experience required
-   5–7 years of experience working in Microsoft environments required
-   MSP-specific experience preferred
-   MCSA: Server Infrastructure 70-410 preferred
-   MCSA: Server Infrastructure 70-411 preferred
-   MCSA: Server Infrastructure 70-412 preferred
-   MCSA: O365 MS-100 certification preferred
-   MCSA: O365 MS-101 certification preferred

**Knowledge, Skills, and Abilities:**

-   Windows 2016/2012 Servers
-   Active Directory
-   SharePoint
-   Exchange Servers
-   Backup technologies
-   Internet, DNS, email, and communication issue troubleshooting
-   VMWare
-   Citrix
-   VPN
-   Terminal Services
-   VoIP
-   Voicemail
-   Analog systems
-   Vendor-specific hardware and software Engineer, Enterprise Service De…

**Attributes That Will Drive Success:**

-   Strong problem-solving and client relationship skills
-   Excellent verbal and written communication skills
-   Ability to learn and retain new technology skills and troubleshooting processes
-   Strong team-player mentality
-   Ability to remain calm and present yourself professionally in high-stress situations
-   Adaptability and willingness to alter shifts and job requirements to meet the needs of clients and Abacus
-   Ability to complete all required training and follow all guidance provided in Abacus policies, procedures, field guidelines, reporting requirements, and technical advisories
-   Demonstrates a proactive approach toward safety, health, and quality in compliance with all Company, governmental, and customer requirements

## Other open roles at Abacus AI

- [Sr Technician, Site Services](https://zerogtalent.com/ai-jobs/abacus-ai/sr-technician-site-services-8203590003) — Boston, Massachusetts, United States
- [Sr. Analyst, Enterprise Service Desk](https://zerogtalent.com/ai-jobs/abacus-ai/sr-analyst-enterprise-service-desk-8200996003) — Newark, New Jersey, United States
- [Client Technology Staging Associate](https://zerogtalent.com/ai-jobs/abacus-ai/client-technology-staging-associate-8200978003) — Orlando, Florida, United States
- [Technician, Site Services](https://zerogtalent.com/ai-jobs/abacus-ai/technician-site-services-8196399003) — Dubai, Dubai, United Arab Emirates
- [Engineer, Enterprise Service Desk](https://zerogtalent.com/ai-jobs/abacus-ai/engineer-enterprise-service-desk-8197560003) — Kent, England, United Kingdom

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