Senior Tier 3 Service Desk Engineer — Escalations & Onboarding

Djobea; Northern (KY); Hybrid; USD 85,000 - 115,000; Full time

Job summary

Unió Digital is seeking a Tier III Service Desk Engineer to lead escalations and support for managed service clients. You will drive onboarding projects, coordinate with technical teams, and provide expert end-user support across multiple platforms and environments.

As part of a collaborative MSP, you will mentor junior staff, contribute to ITSM process improvements, and stay ahead of IT trends to deliver proactive, high-quality service.

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 onboarding 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

Skills

Azure

Cisco

Security

Video

Documentation

Hardware

Helpdesk onboarding

MSP

Ticketing

Microsoft 365

IT systems

Tools

HaloPSA

Hudu

Intune

Meraki

Job description

Unió Digital is seeking a Tier III Service Desk Engineer to lead escalations and support for managed service clients. You will drive onboarding projects, coordinate with technical teams, and provide expert end-user support across multiple platforms and environments.

As part of a collaborative MSP, you will mentor junior staff, contribute to ITSM process improvements, and stay ahead of IT trends to deliver proactive, high-quality service.