Senior Service Desk Engineer - Escalations & Onboarding

Unio Digital; United States; Remote; USD 65,000 - 75,000; Full time

Job summary

Unió Digital is an Arizona-based MSP delivering Managed IT Services, Low Voltage Cabling, Access Control, Video Surveillance and Intrusion Services. We seek a Tier 3 Service Desk Technician to act as the escalation point, resolving complex issues while leading client onboarding and project initiatives.

You will support end users as needed, mentor Tier I/II staff, and help improve IT service management. The role includes coordinating helpdesk activities, creating onboarding plans, and diagnosing

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
• Provide above and beyond support to our clients and respond to queries for technical assistance
• Provide training and support to clients during onboarding to ensure effective use of IT systems
• Develop project plans for client onboarding and standardization projects
• Install, configure, diagnose, test and resolve technical hardware and software issues
• Maintain and update written client and process documentation
• Provide mentorship to Tier I and Tier II service desk technicians
• Contribute to IT service management processes and practices
• Evaluate IT trends and recommend improvement strategies

Tools

HaloPSA

Hudu

Intune

Immybot

Meraki

Job description

Unió Digital is an Arizona-based MSP delivering Managed IT Services, Low Voltage Cabling, Access Control, Video Surveillance and Intrusion Services. We seek a Tier 3 Service Desk Technician to act as the escalation point, resolving complex issues while leading client onboarding and project initiatives.

You will support end users as needed, mentor Tier I/II staff, and help improve IT service management. The role includes coordinating helpdesk activities, creating onboarding plans, and diagnosing