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abacus

26 days ago

Escalation Engineer, Enterprise Service Desk

Onsite · Edinburgh, Scotland, United Kingdom; Kent, England, United Kingdom Edinburgh, Scotland, United Kingdom; Kent, England, United Kingdom

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AI TL;DR

You will serve as a senior technical authority for high-visibility clients in Edinburgh and Kent. Your role involves resolving complex incidents and driving operational improvements.

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  1. What would you ship in the first month as Escalation Engineer, Enterprise Service Desk at abacus?
  2. Which tradeoff in the description would you ask about first?
  3. How do you explain a production incident to this team?
  4. What would you measure in the first two weeks?
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Job description

You will serve as a senior technical authority for high-visibility clients in Edinburgh and Kent. Your role involves resolving complex incidents and driving operational improvements.

Details

  • Edinburgh, Scotland, United Kingdom; Kent, England, United Kingdom, work from office
  • 3-5 years of experience in tier 3 support
  • Skills: AWS, Azure, Windows domain administration, Microsoft 365

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
  • Build trusted relationships with client stakeholders