{"id":1255154,"url":"https://alion.io/job/abacus-technology-escalation-engineer-enterprise-service-desk-2","title":"Escalation Engineer, Enterprise Service Desk","company":{"id":456034,"name":"Abacus Technology","domain":"abacustechnology.com","url":"https://alion.io/company/abacus-technology","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":null},"role":"Support","role_family":"Support","seniority":"middle","employment_type":"part_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Edinburgh, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":33000,"max_usd":76000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":688},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AWS","optional":false},{"name":"Azure","optional":false},{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"Linux","optional":false},{"name":"Microsoft Teams","optional":false},{"name":"Okta","optional":false},{"name":"OpenShift","optional":false},{"name":"PowerShell","optional":false},{"name":"SentinelOne","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false},{"name":"SharePoint","optional":false},{"name":"TCP/IP","optional":false},{"name":"VMWare","optional":false},{"name":"Windows","optional":false},{"name":"Windows Server","optional":false}],"status":"live","first_seen_at":"2026-09-25T14:22:04Z","employer_posted_date":"2026-09-25","last_verified_at":"2026-10-21T17:13:25Z","board_verified":true,"closed_at":null,"days_open":26,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":26},"description":"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\nwhite-glove service, ensuring consistent standards, effective troubleshooting, and durable resolutions.\nDUTIES AND RESPONSIBILITIES:\nAct as the senior escalation point for Tier 1 and Tier 2 Service Desk administrators for assigned clients.\n\nRespond to calls/emails/messages from technical POC’s from assigned clients in a timely and efficient manner.\n\nCollaborate with SME engineering teams to uphold operational and architectural standards.\n\nPromote documentation, knowledge sharing, and service continuity.\n\nTake full ownership of complex or business-critical incidents through permanent resolution.\n\nLead incident bridges and coordinate internal and external stakeholders during major outages for assigned clients.\n\nLiaise with assigned clients CXM on a regular basis to discuss ongoing issues, trends, and technical road map.\n\nProvide clear status communication and expectation management throughout incident lifecycles.\n\nPerform root cause analysis and implement preventative remediation.\n\nMaintain regular updates for active incidents and projects in ServiceNow.\n\nIdentify systemic risks and drive proactive remediation across client environments.\n\nTranslate business requirements into technical recommendations and improvement roadmaps.\n\nBuild trusted relationships with client stakeholders and advocate for client outcomes.\n\nParticipate in a rotating out-of-hours escalation schedule.\n\nWork shifts between 7:00am and 6:00pm, including coverage during team absences.\n\nOccasionally perform planned maintenance and project work during evenings and weekends\n\nSkills:\nAdvanced Windows domain administration and troubleshooting.\n\nMicrosoft 365, including Teams, Exchange, Intune, SharePoint, Azure Cloud, and Azure AD.\n\nStorage Area Networks (Nimble, Pure Storage).\n\nPublic cloud platforms (Azure and AWS).\n\nMulti-factor authentication solutions (Microsoft Authenticator, DUO).\n\nBackup and recovery solutions (Veeam, MSP360, AWS).\n\nCore networking concepts including TCP/IP, LAN/WAN, DHCP, DNS, routing, switching, and firewalls.\n\nCitrix XenApp administration.\n\nIdentity and access management (Okta).\n\nWindows Server and Linux Server OS management.\n\nVirtualisation platforms (VMware, OpenShift).\n\nSecure Email Gateway / Email Security Gateway solutions (Proofpoint, Mimecast).\n\nPowerShell scripting.\n\nEndpoint protection / Anti-Virus software (SentinelOne).\n\nVoIP systems and platforms (Cisco, Microsoft Teams)\n\nATTRIBUTES THAT WILL DRIVE SUCCESS:\nClients view the engineer as a trusted resource.\n\nMajor incidents become less frequent and shorter in duration.\n\nClient environments continuously improve under active stewardship.\n\nEscalations decrease due to preventative engineering and knowledge transfer.\n\n-he engineer raises the technical maturity of both the client and the service desk\n\nQualifications:\nBachelor's Degree or equivalent in professional experience\nMicrosoft Certified (MCSE) a plus\nAZ104, MSCE, Windows server admin\nVMWare Certified (VCP VCA)\nMinimum 3-5 years of experience in a tier 3 support of simialr.\nThe benefits package consists of:\nGenerous annual leave entitlement plus bank holidays (pro-rata if part-time working hours apply)\nGym discount\nLife insurance\nComprehensive travel insurance for you and your family in line with scheme rules\nConfidential well-being and counselling support\nCompetitive Compensation\nContributory pension scheme\nCompany events\nPrivate Medical and Dental Insurance\nIf you feel you have the necessary experience to go forward for this role, please apply now. We'd love to see your CV.","description_format":"text","description_chars":4358,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Annual leave","Company events","Dental insurance","Life insurance"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Managed Security","Managed IT Services (MSP)"],"lifecycle":[{"event":"open","at":"2026-09-25T19:02:20Z"}],"visa":[],"liveness":{"score":76,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.847,"p_room":0.9,"age_days":25,"expected_fill_days":57,"reasons":["conf:2","velocity","win:mid"],"computed_at":"2026-10-21T05:46:15Z"},"pay":null,"html_url":"https://alion.io/job/abacus-technology-escalation-engineer-enterprise-service-desk-2","json_url":"https://alion.io/job/abacus-technology-escalation-engineer-enterprise-service-desk-2.json","meta":{"generated_at":"2026-10-21T18:38:33Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":26384,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-22T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":456034},"rest":"https://alion.io/mcp/rest/get_company?id=456034"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fabacus-technology-escalation-engineer-enterprise-service-desk-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fabacus-technology-escalation-engineer-enterprise-service-desk-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fabacus-technology-escalation-engineer-enterprise-service-desk-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/abacus-technology-escalation-engineer-enterprise-service-desk-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fabacus-technology-escalation-engineer-enterprise-service-desk-2"}]}