Example Company
Software engineer
- Location
- San Francisco
- Type
- Full time
- Compensation
- $150k-$200k
- Posted
- 2 days ago
Join a team building useful software. Work closely with engineering and design to turn new ideas into products.
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Engineer, Enterprise Service Desk
- Posted
- 6D AGO
About the role
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.
