Tier III Service Desk Engineer
Role Summary
Join Unio Digital as a Tier III Service Desk Engineer, providing expert IT support and managing client projects in a fully remote role.
Key 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 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
Requirements
- IT-related degree
- Cisco certification
- A+ certification
- Network+ certification
- Microsoft certification
Eligibility Criteria
The position is open to candidates with relevant IT experience but lacks clarity on eligibility for international applicants.
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