Tier III Service Desk Engineer
Role Overview
This senior-level role serves as the escalation point for complex technical issues at an MSP, leading client onboarding and project initiatives while mentoring Tier I/II technicians. Day-to-day involves resolving advanced hardware/software problems, managing client projects, and providing direct end-user support, with a focus on Microsoft 365, Azure AD, Intune, and Meraki networking.
Perks & Benefits
Remote work from anywhere in the USA with a collaborative team environment. Opportunities for mentorship and project leadership, with potential for career growth in a fast-paced MSP. The company emphasizes continuous improvement and a client-driven culture.
Full Job Description
Uni Digital is an Arizona-based managed service provider (MSP) delivering Managed IT Services, Low Voltage Cabling, Access Control, Video Surveillance, and Intrusion Services. We believe technology should be intuitive, not intimidating.
We are looking for an experienced Tier 3 Service Desk Technician with exceptional problem-solving skills. You will serve as the escalation point within the team, resolving complex technical issues while also leading client onboarding and project initiatives. You are expected to be involved in direct end-user support when required. If you have a passion for ensuring top-quality user support and thrive in a collaborative environment, this role is for you.
Duties
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 our clients and respond to queries for technical assistance in person, via phone, or electronically 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
Our Technology Stack
Helpdesk / Ticketing HaloPSA
Documentation Hudu
RMM Intune / Immybot
Networking Meraki
Email/Calendar/Voice/AD Microsoft 365
Security Cameras Rhombus / Avigilon
Door Access Avigilon
Qualification
6+ years of experience providing IT services and end-user support
Prior experience at a managed service provider is critical to understand the fast-paced nature of the industry
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 their 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
Our Core Values
Dream Big, Then Make it Real
We flex our imagination and challenge ourselves to a higher standard. Do, rather than talk and tell.
Client Driven Results
Clients trust us to find solutions that deliver exceptional results. When they succeed, we succeed.
Own Your Progress
We continuously improve through rapid innovation and embracing our mistakes. Own it means a relentless pursuit of the solution.
We Do It Right&even when no one s watching. Period.
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