# Engineer, Enterprise Service Desk

**Company:** [Abacus AI](https://zerogtalent.com/ai-companies/abacus-ai)
**Location:** Remote in US
**Work mode:** Remote
**Seniority:** Mid
**Employment type:** Full Time
**Category:** Engineering
**Department:** Enterprise Service Desk-Financial Services
**Listed:** 2026-09-29

[View and apply on Zero G Talent](https://zerogtalent.com/ai-jobs/abacus-ai/engineer-enterprise-service-desk-8008654003)

## What you'll do

- Escalated issue response and resolution ownership
- Manage multi-tenant hosted platform and VMware
- Support physical data center infrastructure
- Rotating out-of-hours escalation support
- ServiceNow ticket updates and team coordination

## What you need

- 3-5 yrs Tier 2/3 support experience
- Bachelor's degree or equivalent professional experience
- Advanced Windows domain administration and troubleshooting
- Microsoft 365, Azure, AWS cloud platforms
- VMware, networking, PowerShell scripting skills

## Job description

**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 working relationships
-   Provide regular status updates on outstanding tickets and active project work in ServiceNow
-   9:00 AM and 6:00 PM EST, including Monday through Friday
-   Flexibility during periods of colleague PTO
-   Occasionally perform scheduled maintenance or project work during evenings and weekends

**Technical Skills & Experience:**

-   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, including Okta
-   Windows Server and Linux Server OS management
-   Virtualization 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 

**Qualifications and Education Requirements:**

-   Bachelor’s degree or equivalent professional experience
-   Microsoft certification preferred, including AZ-104, MSCE, or Windows Server Administration
-   VMware certification beneficial, including VCP or VCA
-   Networking certifications beneficial
-   Minimum 3–5 years of experience in a Tier 2 / Tier 3 support team or similar role
-   MSP experience strongly preferred

## 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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