Tier III Service Desk Engineer

About the role

Unio Digital is seeking an experienced Tier 3 Service Desk Technician to serve as an escalation point for complex technical issues. The role involves leading client onboarding, managing project initiatives, and providing mentorship to Tier I and Tier II technicians. You will ensure high-quality support while maintaining documentation and improving IT service management processes.

Responsibilities

• 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

Required skills

• HaloPSA
• Hudu
• Intune
• Immybot
• Meraki
• Microsoft 365
• Rhombus
• Avigilon
• Azure AD
• Active Directory
• RMM

Qualifications

• 6+ years of experience providing IT services and end-user support
• Prior experience at a managed service provider
• Proven experience leading IT projects
• IT-related degree and/or certifications

Certifications

• Cisco
• A+
• Network+
• Microsoft

About the Company

Unio 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.