Tier III Service Desk Engineer

Role Description

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.

• 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

Qualifications

• 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

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.