Tier III Service Desk Engineer

Userc Dehradun; Arizona; Hybrid; USD 90,000 - 120,000; Full time

Job summary

Unió Digital, an Arizona-based MSP, is seeking a Tier III Service Desk Engineer for a fully remote, worldwide role. You will act as escalation point, lead client onboarding and projects, and provide end-user support as needed.

You will mentor Tier I/II technicians, develop onboarding plans, and help improve IT service management processes while staying up-to-date with Azure AD, Intune, and other RMM tools. The ideal candidate has 6+ years of MSP experience, strong communication, and a

Qualifications

• 6+ years of IT services and end-user support experience.
• Experience with MSP environments and client onboarding.
• Strong communication and project leadership abilities.

Responsibilities

• Lead and support the helpdesk for managed service clients.
• Coordinate client projects and ensure successful outcomes.
• Provide remote/onsite end-user support via phone, email, or in person.
• Deliver onboarding training to clients for IT systems and services.
• Develop project plans for onboarding and standardization efforts.
• Mentor Tier I/II technicians and improve service management processes.

Skills

Client-focused service

Project leadership

Communication skills

Troubleshooting

End-user support

Education

IT degree or equivalent

Cisco

A+

Network+

Microsoft certifications

Tools

HaloPSA

Hudu

Intune

Meraki

Microsoft 365

Job description

# Tier III Service Desk EngineerUnio Digitalvia RemotiveWorldwidefull timePosted 6 days agoRemoteRemoteInformation TechnologyApply for this job Free · you will be taken to the employer's application page## Key detailsLocation: WorldwideJob type: full timeSalary: Not disclosedPosted: 6 Oct 2026 (6 days ago)Region: RemoteCategory: Information TechnologySource: RemotiveWork mode: Remote## Job descriptionUnió 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.We are looking for an experienced Tier 3 Service Desk Technician with exceptional problem-solving skills. You will serve as the escalation point within the team, resolving complex technical issues while also leading client onboarding and project initiatives. You are expected to be involved in direct end-user support when required. If you have a passion for ensuring top-quality user support and thrive in a collaborative environment, this role is for you.**Duties**· 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**Our Technology Stack**· Helpdesk / Ticketing – HaloPSA· Documentation – Hudu· RMM – Intune / Immybot· Networking – Meraki· Email/Calendar/Voice/AD – Microsoft 365· Security Cameras – Rhombus / Avigilon· Door Access – Avigilon**Qualification**· 6+ years of experience providing IT services and end-user support· Prior experience at a managed service provider is critical to understand the fast-paced nature of the industry· Client-oriented approach with a passion for delivering high-quality customer service· Proven experience leading IT projects· A self-starter who is eager to expand their qualifications· Background in providing direct end-user support· High level of 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**Our Core Values****Dream Big, Then Make it Real**We flex our imagination and challenge ourselves to a higher standard. Do, rather than talk and tell.**Client Driven Results**Clients trust us to find solutions that deliver exceptional results. When they succeed, we succeed.**Own Your Progress**We continuously improve through rapid innovation and embracing our mistakes. Own it means a relentless pursuit of the solution.**We Do It Right...even when no one’s watching. Period.**## Skills & keywords#azure#cisco#security#video#documentation#hardware