Tier III Service Desk Engineer - remote job

Unio Digital is hiring a Tier III Service Desk Engineer. The role sits in IT and programming and is fully remote. The company places no restriction on where the candidate lives, so you can apply from anywhere.

The employer did not publish a figure; that is settled at interview. The advert sets no condition on working hours.

This vacancy passed an automated check: the list excludes any advert requiring a foreign work permit, visa sponsorship, a particular citizenship, or residence in a specific country.

Unió Digital operates as a managed service provider headquartered in Arizona. Our service lines cover Managed IT Services, Low Voltage Cabling, Access Control, Video Surveillance, and Intrusion Services. Our conviction: technology ought to feel approachable rather than overwhelming.

We want a seasoned Tier 3 Service Desk Technician with standout troubleshooting ability. This position is where escalations land. You will untangle difficult technical problems, and you will also take the lead on client onboarding and project work. Hands-on end-user support is part of the job whenever the situation calls for it. Anyone who cares deeply about high-quality user support and does their best work alongside a team will fit well here.

Duties

· Run and back up our helpdesk operation for managed service clients

· Own client projects end to end, serving as the link between the technical team and the client so projects land successfully

· Go past what is expected for our clients, fielding requests for technical help face to face, by phone, or through electronic channels as the situation requires

· Train and guide clients throughout onboarding so they know how to get real use out of their new IT systems and services

· Build project plans for onboarding and standardization work, laying out the tasks, the resources needed, and the expected timelines

· Set up, configure, troubleshoot, test, and fix hardware and software problems

· Keep written client and process documentation current so knowledge stays usable across the team

· Coach and advise Tier I and Tier II service desk technicians, building a team culture that shares knowledge and works together

· Help shape and sharpen IT service management processes and practices

· Watch where IT is heading, suggest strategies based on that, and put improvement initiatives into action

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 behind you in IT services and end-user support

· Time spent at a managed service provider matters greatly here, because the pace of this industry is unlike others

· A client-first mindset and genuine drive to deliver excellent customer service

· A track record of running IT projects

· Someone who starts things without being told and wants to keep adding to their skill set

· History of supporting end users directly

· Sharp eye for detail

· Strong communication, spoken and written

· A degree in IT and/or certifications (Cisco, A+, Network+, Microsoft, or equivalent)

· Deep technical knowledge, including hands-on time with Azure AD, Active Directory, Intune, or comparable RMM agents

Our Core Values

Dream Big, Then Make it Real

We stretch our imagination and hold ourselves to a higher bar. Action instead of talk.

Client Driven Results

Clients count on us to find solutions that produce exceptional outcomes. Their success is our success.

Own Your Progress

Fast innovation and learning from our mistakes is how we keep getting better. Owning it means chasing the solution without letting up.

We Do It Right…even when no one's watching. Period.