Tier III Service Desk Engineer

ABOUT THE ROLE Unió Digital is a managed service provider (MSP) dedicated to delivering intuitive and user-friendly technology solutions. We are seeking an experienced Tier III Service Desk Engineer to lead our helpdesk environment and resolve complex technical issues for our managed service clients. WHAT YOU'LL DO As a Tier III Service Desk Engineer, you will serve as the escalation point within the team, resolving intricate technical problems while leading client onboarding and project initiatives. Your responsibilities will include: - Leading and supporting our helpdesk environment for managed service clients - Coordinating and managing client projects, acting as a bridge between the technical team and the client to ensure project success - Providing exceptional support to clients and responding to queries for technical assistance via phone, email, or chat as required - Developing project plans for client onboarding and standardization projects, outlining tasks, resources required, and estimated timelines - Installing, configuring, diagnosing, testing, and resolving technical hardware and software issues - Maintaining and updating written client and process documentation to ensure effective knowledge management - Providing mentorship and guidance to Tier I and Tier II service desk technicians, fostering a collaborative and knowledgeable team environment - Contributing to the development and improvement of IT service management processes and practices - Evaluating and anticipating IT trends and recommending strategies for improvement WHAT YOU'LL NEED To be successful in this role, you will require: - 6+ years of experience providing IT services and end-user support - Prior experience at a managed service provider is essential to understand the fast-paced nature of the industry - A 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 WHY REMOTE As a remote employee, you will have the flexibility to work from anywhere, while still being part of a collaborative and knowledgeable team environment. BENEFITS Unió Digital offers a comprehensive benefits package, including a competitive salary, flexible schedule, and opportunities for professional growth and development.