Unio Digital

Tier III Service Desk Engineer (MSP)

USA Remoto full_time Published on 08/07/2026

Description

Unio Digital is an Arizona-based Managed Service Provider delivering Managed IT Services, low-voltage cabling, access control, video surveillance, and intrusion solutions. Our mission is simple: make technology intuitive, reliable, and empowering for every client. We are hiring an experienced Tier III Service Desk Engineer to act as a senior escalation point for complex technical issues, lead client onboarding initiatives, support project delivery, and mentor Tier I and Tier II technicians. This role is ideal for a hands-on problem solver who thrives in a fast-paced MSP environment, enjoys working directly with clients, and takes ownership of delivering outstanding technical outcomes. In this role, you will support and improve the helpdesk environment for managed service clients, resolve advanced hardware, software, Microsoft 365, Azure AD, Active Directory, networking, endpoint management, and RMM-related issues, and contribute to higher standards across documentation, service delivery, and IT operations. Key responsibilities include: - Serve as a senior escalation resource for complex service desk tickets and technical issues. - Lead and support helpdesk operations for managed services clients. - Coordinate client projects and act as the technical bridge between clients and internal teams. - Provide exceptional end-user support in person, by phone, and through digital channels. - Lead client onboarding, training users on new IT systems, tools, and services. - Build project plans for onboarding and standardization initiatives, including timelines, tasks, and resource needs. - Install, configure, diagnose, test, and resolve hardware and software issues. - Maintain accurate client documentation and internal process documentation for strong knowledge management. - Mentor Tier I and Tier II technicians, helping build a collaborative and technically strong service desk team. - Improve IT service management processes, standards, workflows, and best practices. - Monitor IT trends, recommend improvements, and help implement service delivery enhancements. Technology stack includes HaloPSA, Hudu, Microsoft Intune, ImmyBot, Cisco Meraki, Microsoft 365, Azure AD, Active Directory, Rhombus, Avigilon, and related MSP tools.

Requirements

Required qualifications: - 6+ years of experience delivering IT services, technical support, and end-user support. - Previous experience working for a Managed Service Provider is essential. - Advanced troubleshooting skills across Windows environments, Microsoft 365, Azure AD, Active Directory, Intune, RMM tools, networking, hardware, and software. - Proven experience leading IT projects, client onboarding, or technical standardization initiatives. - Strong client-service mindset with a commitment to delivering high-quality support. - Ability to work directly with end users while also operating as a senior technical escalation point. - Excellent verbal and written communication skills. - High attention to detail and a strong documentation mindset. - Self-starter attitude with the motivation to keep learning and expanding technical expertise. - Ability to mentor junior technicians and promote a collaborative team culture. - IT-related degree and/or certifications such as Cisco, CompTIA A+, Network+, Microsoft certifications, or equivalent experience. - Familiarity with tools such as HaloPSA, Hudu, Intune, ImmyBot, Meraki, Rhombus, or Avigilon is a plus.

Benefits

What you can expect: - A senior technical role with real ownership, visibility, and impact across client environments. - The opportunity to work with a modern MSP technology stack, including Microsoft 365, Azure AD, Intune, Meraki, HaloPSA, and Hudu. - A collaborative environment where your expertise helps shape service desk standards and client success. - Hands-on involvement in technical escalations, project delivery, client onboarding, and process improvement. - The chance to mentor Tier I and Tier II technicians and contribute to the growth of a high-performing support team. - A values-driven culture focused on client results, continuous improvement, accountability, and doing the right thing.

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