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 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