Abacus Technology

Hosted IT solutions for financial services

Engineer – Enterprise Service Desk

System Administration +1Updated on Nov 12

Full-timeKent, UKNo salary listedIn-person

About the Job

Requirements

A bachelor's degree or equivalent professional experience is required.
Strong technical knowledge of advanced Windows domain administration and troubleshooting is required.
Strong technical knowledge of Microsoft 365, including Teams, Exchange, Intune, SharePoint, Azure Cloud, and Azure AD, is required.
Strong technical knowledge of Storage Area Networks, including Nimble and Pure Storage, is required.
Strong technical knowledge of public cloud platforms, including Azure and AWS, is required.
Strong technical knowledge of multi-factor authentication solutions, including Microsoft Authenticator and DUO, is required.
Strong technical knowledge of backup and recovery solutions, including Veeam, MSP360, and AWS, is required.
Strong technical knowledge of core networking concepts, including TCP/IP, LAN/WAN, DHCP, DNS, routing, switching, and firewalls, is required.
Strong technical knowledge of Citrix XenApp administration is required.
Strong technical knowledge of identity and access management, including Okta, is required.
Strong technical knowledge of Windows Server and Linux Server operating system management is required.
Strong technical knowledge of virtualization platforms, including VMware and Proxmox, is required.
Strong technical knowledge of Secure Email Gateway or Email Security Gateway solutions, including Proofpoint and Mimecast, is required.
Strong technical knowledge of PowerShell scripting is required.
Strong technical knowledge of endpoint protection and antivirus software, including SentinelOne, is required.
Strong technical knowledge of VoIP systems and platforms, including Cisco and Microsoft Teams, is required.
A minimum of 3–5 years of experience in a Tier 2 or Tier 3 support team, or a similar role, is required.

Responsibilities

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 datacenter 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 frequent interaction with Tier 1 and Tier 2 teams and foster positive and effective working relationships.
Provide regular status updates on outstanding tickets and active project work in ServiceNow.
Cover shifts between 7:00 a.m. and 6:00 p.m., including during colleague holidays and sickness.
Occasionally perform scheduled maintenance or project work during evenings and weekends.

Desired Qualifications

Microsoft certification is preferred, such as AZ104, MSCE, or Windows Server administration certification.
VMware certification, such as VCP or VCA, is beneficial.
Networking certifications are beneficial.
Managed service provider experience is preferred.

Overview -

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 and 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 the following):

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 virtualised environments
Support physical datacentre 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
Cover a range of shifts between 7:00am and 6:00pm, including during periods of colleague holiday and sickness
Occasionally perform scheduled maintenance or project work over evening and weekends

Technical Skills & Experience

Strong technical knowledge in the following areas:

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)

Qualifications:

Bachelor’s degree or equivalent in professional experience
Microsoft Certified preferred (AZ104, MSCE, Windows server admin)
VMWare Certified beneficial (VCP VCA)
Networking Certs beneficial
Minimum 3-5 years’ experience in a Tier 2 / 3 support team or similar role
MSP experience preferred

The benefits package consists of:
• Generous annual leave entitlement plus bank holidays (pro-rata if part-time working hours apply)
• Gym discount
• Life insurance
• Comprehensive travel insurance for you and your family in line with scheme rules
• Confidential well-being and counselling support
• Competitive Compensation
• Contributory pension scheme
• Company events
• Private Medical and Dental Insurance

If you feel you have the necessary experience to go forward for this role, please apply now. We'd love to see your CV.

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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