{"id":1207482,"url":"https://alion.io/job/abacus-technology-escalation-engineer-enterprise-service-desk","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":"junior","employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"inferred_payroll_markers","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":34000,"max_usd":81000,"period":"year","method":"global_role_seniority_cell","sample_n":1104},"experience_years_min":null,"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":"PowerShell","optional":false},{"name":"Proxmox VE","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":"2026-09-24T22:58:27Z","employer_posted_date":"2026-09-30","last_verified_at":"2026-10-25T16:27:40Z","board_verified":true,"closed_at":null,"days_open":30,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":30},"description":"Overview\n\nThe 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 \nOperating 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. \n\nJob Description\n\nDuties and Responsibilities:\nAct as the senior escalation point for Tier 1 and Tier 2 Service Desk administrators for assigned clients\nRespond to calls/emails/messages from technical POC’s from assigned clients in a timely and efficient manner\nCollaborate with SME engineering teams to uphold operational and architectural standards\nPromote documentation, knowledge sharing, and service continuity\nTake full ownership of complex or business-critical incidents through permanent resolution\nLead incident bridges and coordinate internal and external stakeholders during major outages for assigned clients\nLiaise with assigned clients CXM on a regular basis to discuss ongoing issues, trends, and technical road map\nProvide clear status communication and expectation management throughout incident lifecycles\nPerform root cause analysis and implement preventative remediation\nMaintain regular updates for active incidents and projects in ServiceNow\nIdentify systemic risks and drive proactive remediation across client environments\nTranslate business requirements into technical recommendations and improvement roadmaps\nBuild trusted relationships with client stakeholders and advocate for client outcomes\nParticipate in a rotating out-of-hours escalation schedule\nWork shifts between 7:00am and 6:00pm, including coverage during team absences\nOccasionally perform planned maintenance and project work during evenings and weekends\nPerson Specification\nQualifications and Experience\n\nEducation\n\nFrom an accredited college or university in the related field of:\n\nRequired/Preferred\n\nBachelor's Degree\n\nRelated\n\nPreferred\n\nExperience\n\nIn the field of:\n\nRequired/Preferred\n\n3-5 Years\n\nTier 3 Support\n\nRequired\n\n0-2 Years\n\nMSP\n\nPreferred\n\nLicenses and Certifications\n\nProfessional Association\n\nRequired/Preferred\n\nAZ104\n\nMicrosoft\n\nPreferred\n\nMSCE\n\nMicrosoft\n\nPreferred\n\nWindows Server Admin\n\nMicrosoft\n\nPreferred\n\nPreferred\n\nKnowledge, Skills, and Abilities\nAdvanced Windows domain administration and troubleshooting\nMicrosoft 365, including Teams, Exchange, Intune, SharePoint, Azure Cloud, and Azure AD\nStorage Area Networks (Nimble, Pure Storage)\nPublic cloud platforms (Azure and AWS)\nMulti-factor authentication solutions (Microsoft Authenticator, DUO)\nBackup and recovery solutions (Veeam, MSP360, AWS)\nCore networking concepts including TCP/IP, LAN/WAN, DHCP, DNS, routing, switching, and firewalls\nCitrix XenApp administration\nIdentity and access management (Okta)\nWindows Server and Linux Server OS management\nVirtualisation platforms (VMware, Proxmox)\nSecure Email Gateway / Email Security Gateway solutions (Proofpoint, Mimecast)\nPowerShell scripting\nEndpoint protection / Anti-Virus software (SentinelOne)\nVoIP systems and platforms (Cisco, Microsoft Teams)\nThe engineer raises the technical maturity of both the client and the service desk\n\nAttributes that will drive success:\nClients view the engineer as a trusted resource","description_format":"text","description_chars":3910,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Managed Security","Managed IT Services (MSP)"],"lifecycle":[{"event":"open","at":"2026-09-25T00:58:31Z"}],"visa":[],"liveness":{"score":76,"band":"hot","label":"Hiring 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