Escalation Engineer, Enterprise Service Desk

The Escalation Engineer is a senior Tier 3 engineering role within the Service Delivery organisation, 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, this role 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 Escalation Engineer maintains deep familiarity with assigned environments and provides white-glove service, ensuring consistent standards, effective troubleshooting, and durable resolutions. 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 Skills: • 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, OpenShift). • Secure Email Gateway / Email Security Gateway solutions (Proofpoint, Mimecast). • PowerShell scripting. • Endpoint protection / Anti-Virus software (SentinelOne). • VoIP systems and platforms (Cisco, Microsoft Teams) ATTRIBUTES THAT WILL DRIVE SUCCESS: • Clients view the engineer as a trusted resource. • Major incidents become less frequent and shorter in duration. • Client environments continuously improve under active stewardship. • Escalations decrease due to preventative engineering and knowledge transfer. • -he engineer raises the technical maturity of both the client and the service desk Qualifications: • Bachelor's Degree or equivalent in professional experience • Microsoft Certified (MCSE) a p