Escalation Engineer, Enterprise Service Desk

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 Description

Duties 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 Specification

Qualifications and Experience

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