Escalation Engineer, Enterprise Service Desk

Onsite Atlanta, Georgia, United States; Charlotte, North Carolina, United States; Frisco, Texas, United States; New York, New York, United States; San Francisco, California, United States

awsazure enterprise service desk-financial services

greenhouse

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Job description

You will serve as the senior escalation point for high-visibility clients, ensuring effective incident resolution and operational stability. This role involves collaboration with engineering teams and maintaining strong client relationships.

Details

Atlanta, Charlotte, Frisco, New York, San Francisco, on-site
3-5 years of Tier 3 Support experience required
Bachelor's Degree preferred
Skills in AWS and Azure required

The work

Act as the senior escalation point for Tier 1 and Tier 2 Service Desk administrators
Lead incident bridges during major outages for assigned clients
Perform root cause analysis and implement preventative remediation
Maintain regular updates for active incidents and projects in ServiceNow