Tier III Service Desk Engineer

Unio Digital, a distinguished managed service provider, is seeking a highly skilled and experienced Tier III Service Desk Engineer to join their globally distributed team. This remote position is ideal for a seasoned IT professional with a passion for delivering exceptional user support and a knack for tackling complex technical challenges. You will be instrumental in ensuring client satisfaction by acting as the primary escalation point for intricate issues and playing a key role in client onboarding and project management.

About the Role

As a Tier III Service Desk Engineer, you will be the frontline of advanced technical support for Unio Digital's managed service clients. This role goes beyond routine troubleshooting; it involves deep diving into complex issues that have been escalated from lower tiers, requiring a comprehensive understanding of various hardware and software systems. Your ability to diagnose, test, and resolve problems efficiently will be crucial in maintaining seamless IT operations for clients. Furthermore, you will actively contribute to the growth and success of client relationships by overseeing their onboarding processes and spearheading project initiatives.

The responsibilities within this role are diverse and demanding, reflecting the critical nature of supporting managed service clients. Your core duties will include:

• **Leading Technical Escalations:** Serve as the highest point of technical escalation within the service desk, resolving intricate hardware and software issues that Tier I and Tier II technicians cannot address.
• **Client Project Management:** Coordinate and manage client projects from inception to completion. This involves acting as a crucial liaison between the client and Unio Digital's technical teams, ensuring clear communication and successful project outcomes.
• **Client Onboarding and Support:** Guide clients through the onboarding process, providing comprehensive training and support to ensure they can effectively utilise their new IT solutions.
• **Documentation and Process Improvement:** Develop and maintain detailed written documentation for client systems and internal IT service management processes. You will also contribute to the continuous improvement of these processes, evaluating emerging IT trends and recommending strategic adjustments.
• **Mentorship:** Provide guidance and mentorship to Tier I and Tier II service desk technicians, fostering a culture of learning and skill development within the team.
• **Client Engagement:** Offer proactive and responsive support to clients, addressing their technical queries through various channels, including phone, email, and in-person interactions when necessary.
• **System Implementation:** Install, configure, diagnose, test, and resolve technical issues related to hardware and software for clients.

What They're Looking For

Unio Digital is searching for a candidate with a robust background in IT support and a proven track record of success in a managed service environment. The ideal candidate will possess:

• **Extensive Experience:** A minimum of six years of experience providing IT services and end-user support, with a strong preference for prior experience within a managed service provider (MSP) setting.
• **Client-Centric Approach:** A demonstrable passion for delivering high-quality customer service and a strong orientation towards client needs and satisfaction.
• **Project Leadership:** Proven experience in leading IT projects, showcasing an ability to plan, execute, and deliver successful outcomes.
• **Technical Acumen:** Advanced technical knowledge, including hands-on experience with core IT infrastructure components such as Azure Active Directory, Active Directory, Intune, and various Remote Monitoring and Management (RMM) agents.
• **Self-Motivation and Drive:** A proactive and self-starting attitude, with a keen desire to expand qualifications and take ownership of responsibilities.
• **Communication Skills:** Excellent verbal and written communication abilities, essential for clear client interaction and effective internal collaboration.
• **Attention to Detail:** A high level of precision and meticulousness in all aspects of work, from documentation to issue resolution.
• **Educational Background:** An IT-related degree and/or relevant industry certifications will be advantageous.

In South Africa, a Tier III Service Desk Engineer role typically demands a significant level of expertise and often commands a competitive salary, reflecting the critical nature of the position. Employers often include established MSPs, larger corporations with dedicated IT departments, and technology consultancies. Career progression can lead to roles such as IT Team Lead, Systems Administrator, or specialized IT Consultant, depending on individual interests and further specialisation.

• 6+ years of experience providing IT services and end-user support
• Prior experience at a managed service provider
• Client-oriented approach with a passion for high-quality customer service
• Proven experience leading IT projects
• A self-starter 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
• Advanced technical knowledge including experience with Azure AD, Active Directory, Intune, or other RMM agents