Tier III Service Desk Engineer

About the role

Unió Digital is looking for an experienced Tier III Service Desk Engineer to join its globally distributed team. This remote position focuses on resolving complex technical issues, leading client onboarding projects, and enhancing overall IT service delivery.

Key responsibilities

• Act as the final escalation point for hardware, software, and network issues, providing in‑depth troubleshooting and resolution.
• Lead client onboarding initiatives, creating project plans, coordinating internal teams, and serving as the primary liaison.
• Deliver advanced client support and training, ensuring smooth adoption of deployed solutions.
• Maintain comprehensive documentation and contribute to continuous improvement of ITSM processes.
• Mentor Tier I and Tier II technicians to raise team competency.
• Monitor emerging IT trends and recommend strategic enhancements.

Required profile

• Minimum six years of experience in IT service delivery and end‑user support.
• Background in a Managed Service Provider (MSP) environment is highly advantageous.
• Strong client‑oriented mindset with excellent communication skills.
• Proven ability to manage IT projects from inception to completion.
• Detail‑oriented, proactive, and committed to continuous learning.

Required skills

• Azure Active Directory (Azure AD)
• Active Directory
• Microsoft Intune
• Remote Monitoring and Management (RMM) agent technologies