About this role
Job title: Tier III Service Desk Engineer
About the Role
Unio Digital is hiring a remote Tier III Service Desk Engineer to serve as the escalation point for complex technical issues and to lead client onboarding and project initiatives. This role involves direct end-user support when required and requires collaboration with a cross-functional team to deliver high-quality IT services.
What You'll Do
- Lead and support our helpdesk environment for managed service clients
- Coordinate and manage client projects, acting as a bridge between the technical team and the client to ensure project success
- Provide above and beyond support to clients via in-person, phone, or electronic communication as required
- Provide training and support to clients during the onboarding process to ensure they understand how to effectively use their new IT systems and services
- Develop project plans for client onboarding and standardization projects, outlining tasks, resources required, and estimated timelines
- Install, configure, diagnose, test and resolve technical hardware and software issues
- Maintain and update written client and process documentation to ensure effective knowledge management
- Provide mentorship and guidance to Tier I and Tier II service desk technicians, fostering a collaborative and knowledgeable team environment
- Contribute to the development and improvement of IT service management processes and practices
- Evaluate and anticipate IT trends and recommend strategies and implement improvement initiatives
What We're Looking For
- 6+ years of experience providing IT services and end-user support
- Prior experience at a managed service provider (MSP) is critical
- Client-oriented approach with a passion for delivering high-quality customer service
- Proven experience leading IT projects
- A self-starter who is eager to expand qualifications
- Background in providing direct end-user support
- High level of attention to detail
- Excellent verbal and written communication skills
- IT-related degree and/or certifications (Cisco, A+, Network+, Microsoft, or equivalent)
- Advanced technical knowledge, including experience with Azure AD, Active Directory, Intune, or other RMM agents
Nice to Have
- Familiarity with HaloPSA, Hudu, Meraki, Microsoft 365, Avigilon, Rhombus and related security/IT management tools