Tier III Service Desk Engineer

Unió Digital is an Arizona-based MSP delivering Managed IT Services, Low Voltage Cabling, Access Control, Video Surveillance, and Intrusion Services, focusing on intuitive technology solutions.

Location: United States

Responsibilities

• Lead and support 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 and respond to queries for technical assistance in person, via phone, or electronically
• Provide training and support to clients during onboarding to ensure effective use of IT systems and services
• Develop project plans for client onboarding and standardization projects
• Install, configure, diagnose, test and resolve technical hardware and software issues
• Maintain and update client and process documentation
• Provide mentorship and guidance to Tier I and Tier II service desk technicians
• Contribute to the development and improvement of IT service management processes
• Evaluate and anticipate IT trends and recommend strategies and improvement initiatives

Requirements

• 6+ years of experience providing IT services and end-user support
• Prior experience at a managed service provider
• Client-oriented approach with a passion for customer service
• Proven experience leading IT projects
• A self-starter eager to expand qualifications
• Background in providing direct end-user support
• High 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