Abacus Technology

Hosted IT solutions for financial services

Escalation Engineer - Enterprise Service Desk

IT Service Desk & End User SupportUpdated on Nov 14

Full-timeRemote in USANo salary listedRemote

About the Job

Requirements

Three to five years of Tier 3 support experience is required.
Advanced Windows domain administration and troubleshooting knowledge.
Experience with Microsoft 365, including Teams, Exchange, Intune, SharePoint, Azure Cloud, and Azure AD.
Knowledge of storage area networks, including Nimble and Pure Storage.
Knowledge of public cloud platforms, including Azure and AWS.
Knowledge of multi-factor authentication solutions, including Microsoft Authenticator and DUO.
Knowledge of backup and recovery solutions, including Veeam, MSP360, and AWS.
Knowledge of core networking concepts, including TCP/IP, LAN/WAN, DHCP, DNS, routing, switching, and firewalls.
Citrix XenApp administration knowledge.
Knowledge of identity and access management, including Okta.
Windows Server and Linux Server operating system management knowledge.
Knowledge of virtualization platforms, including VMware and Proxmox.
Knowledge of Secure Email Gateway and Email Security Gateway solutions, including Proofpoint and Mimecast.
PowerShell scripting skills.
Knowledge of endpoint protection and antivirus software, including SentinelOne.
Knowledge of VoIP systems and platforms, including Cisco and Microsoft Teams.
Candidates must be legally authorized to work in the country where the position is based.
The role requires participating in a rotating out-of-hours escalation schedule and working shifts between 7:00 a.m. and 6:00 p.m., including coverage during team absences.

Responsibilities

Act as the senior escalation point for Tier 1 and Tier 2 Service Desk administrators for assigned clients.
Respond promptly and efficiently to calls, emails, and messages from technical points of contact at assigned clients.
Collaborate with subject-matter expert 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 regularly with assigned clients' customer experience managers to discuss ongoing issues, trends, and technical roadmaps.
Provide clear status communication and manage expectations 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.
Perform planned maintenance and project work during evenings and weekends when required.
Raise the technical maturity of clients and the service desk.

Desired Qualifications

A Bachelor's degree in a related field is preferred.
Zero to two years of managed service provider experience is preferred.
AZ-104 certification is preferred.
Microsoft Certified Systems Engineer certification is preferred.
Windows Server Administrator certification is preferred.

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

Education	From an accredited college or university in the related field of:	Required/Preferred
Bachelor's Degree	Related	Preferred

Experience	In the field of:	Required/Preferred
3-5 Years	Tier 3 Support	Required
0-2 Years	MSP	Preferred

Licenses and Certifications	Professional Association	Required/Preferred
AZ104	Microsoft	Preferred
MSCE	Microsoft	Preferred
Windows Server Admin	Microsoft	Preferred
		Preferred

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

Work Authorization & Sponsorship

Candidates must be legally authorized to work in the country in which the position is based. At this time, we are unable to provide employment-based visa sponsorship for this position, now or in the future.

Use of Artificial Intelligence in Hiring

We may use artificial intelligence (AI) and other technology-assisted tools to support certain aspects of our recruiting and hiring process. These tools may assist with activities such as organizing, reviewing, or summarizing candidate information. AI-generated outputs or recommendations do not replace human judgment, and our hiring team maintains human review and oversight of employment decisions.

About the Company

Abacus Technology

Hosted IT solutions for financial services

Abacus Group, LLC provides hosted IT solutions tailored for alternative investment firms. Its flagship Abacus Cloud platform delivers IT as a service, letting investment managers access cybersecurity, storage, compliance, and other technology needs on demand through a managed, scalable enterprise cloud. The service pairs a financial-services focus with an end-to-end technology stack hosted in a secure cloud, simplifying IT management for firms that must meet strict regulatory requirements. Differentiators include industry-specific capabilities, scalable on-demand resources, and a proven, award-winning platform supported by offices across major U.S. cities and London. The goal is to give financial-services firms a ready-to-use, compliant, and scalable technology platform so they can focus on investment activities rather than IT management.

Company size: 501-1,000
Company stage: Not listed
Total funding: Not listed
Headquarters: New York City, United States
Founded: 2008

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