Skills
Tier 3 Service Desk
IT Escalation & Troubleshooting
Client Onboarding & Training
About the Role
Unió Digital is seeking an experienced Tier 3 Service Desk Engineer to serve as the escalation point for our managed service clients. In this role, you’ll resolve complex technical issues, support client onboarding, and help drive project initiatives—while stepping in for hands-on end-user support when needed.
Responsibilities
- Lead and support the helpdesk environment for managed services clients
- Coordinate client projects and act as a communication bridge between the technical team and stakeholders
- Provide advanced technical assistance in person, by phone, and electronically
- Deliver onboarding training so clients can effectively use their IT systems and services
- Create onboarding and standardization project plans, including tasks, resources, and timelines
- Install, configure, diagnose, test, and resolve hardware and software issues
- Maintain and update client and process documentation to support knowledge management
- Mentor Tier I and Tier II technicians and support a collaborative team environment
- Contribute to improving IT service management processes and practices
- Identify IT trends, recommend strategies, and implement continuous improvement initiatives
Requirements
- Experience working in a Tier 3 / escalation-focused service desk or MSP environment
- Strong troubleshooting and problem-solving skills for complex technical issues
- Ability to manage client onboarding and support activities with clear communication
- Experience installing, configuring, and troubleshooting common business hardware and software
- Comfort mentoring and guiding less-experienced service desk team members
- Proficiency using ticketing and documentation tools (HaloPSA, Hudu) and remote management/RMM platforms (Intune, Immybot)
Benefits
- Opportunity to work in a collaborative MSP environment focused on intuitive, high-quality support
- Exposure to client projects, onboarding, and continuous improvement initiatives
- Chance to mentor teammates and help shape service management practices
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