Tier III Service Desk Engineer

Devconnectplatform; Northern (KY); Hybrid; USD 70,000 - 100,000; Full time

Job summary

Unió Digital is seeking a Tier III Service Desk Engineer to join our remote support team. You will act as the escalation point for complex IT issues, lead client onboarding, and drive project initiatives across managed services and security tools.

You will mentor junior technicians, develop onboarding plans, and contribute to ITSM process improvements while maintaining thorough documentation and strong client communication.

Qualifications

• 6+ years of experience providing IT services and end-user support.
• Experience at a managed service provider is preferred.
• Strong client-facing communication and project leadership.
• Cisco, A+, Network+, Microsoft certifications are desirable.
• Experience with Azure AD, Intune, and other RMM agents.

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 end-user support in person, via phone, or electronically as required.
• Provide training and support to clients during onboarding to ensure understanding of IT systems and services.
• Develop project plans for client onboarding and standardization projects, outlining tasks and timelines.
• Install, configure, diagnose, test and resolve technical hardware and software issues.
• Maintain and update written client and process documentation to ensure knowledge management.
• Mentor Tier I and II service desk technicians to foster a collaborative team environment.
• Contribute to IT service management processes and practices."],
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Skills

Customer-focused

Problem solving

Communication skills

Project coordination

Team mentorship

Education

IT-related degree or certifications

Tools

HaloPSA

Hudu

Intune

Meraki

Microsoft 365

Azure AD

Active Directory

RMM tools

Job description

# Tier III Service Desk EngineerUnio DigitalSalary not statedFull-timeremote· midazureciscosecurityvideodocumentationhardwarehelpdeskonboardingListed via Remotive · posted 6 Oct 2026. The application happens there, not on DevConnect.Apply on Remotive## 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.