Senior Remote Service Desk Engineer (Tier 3)

Unio Digital; United States; Remote; USD 85,000 - 120,000; Full time

Job summary

Unió Digital is seeking a Remote Tier III Service Desk Engineer to join our USA-based MSP. You will serve as the escalation point for complex issues, lead client onboarding, and coordinate IT projects to ensure successful outcomes.

You’ll provide hands-on end-user support when required, mentor Tier I–II technicians, and help improve IT service management practices. Essential experience includes Azure AD, Active Directory, Intune, HaloPSA, and Meraki within modern remote support environments.

Qualifications

• 6+ years of IT services and end-user support experience.
• Experience at a managed service provider is critical.
• Client-oriented with a passion for high-quality service.
• Proven IT project leadership experience.
• A self-starter eager to expand qualifications.
• Direct end-user support background.
• Strong attention to detail and clear communication.
• Certifications or degree in IT (Cisco, A+, Network+, Microsoft).
• Advanced knowledge including Azure AD, Active Directory, Intune, or similar RMM tools.

Responsibilities

• Lead and support the helpdesk environment for managed service clients.
• Coordinate and manage client IT projects to ensure success.
• Provide timely end-user support in person, by phone, or electronically.
• Train and onboard clients to new IT systems and services.
• Develop onboarding and standardization project plans with timelines.
• Install, configure, diagnose, test and resolve hardware/software issues.
• Maintain client and process documentation for knowledge management.
• Mentor Tier I/II technicians and foster collaboration.
• Contribute to IT service management process improvements.
• Evaluate IT trends and implement improvement initiatives.

Skills

MSP experience

Customer service

Project leadership

Mentorship

End-user support

Attention to detail

Verbal and written communication

Education

IT degree or certifications (Cisco, A+, Network+, Microsoft)

Tools

HaloPSA

Hudu

Intune

Immybot

Meraki

Microsoft 365

Azure AD

Active Directory

RMM agents

Job description

Unió Digital is seeking a Remote Tier III Service Desk Engineer to join our USA-based MSP. You will serve as the escalation point for complex issues, lead client onboarding, and coordinate IT projects to ensure successful outcomes.

You’ll provide hands-on end-user support when required, mentor Tier I–II technicians, and help improve IT service management practices. Essential experience includes Azure AD, Active Directory, Intune, HaloPSA, and Meraki within modern remote support environments.