Tier III Service Desk Engineer

Unió Digital is seeking a seasoned Tier III Service Desk Engineer to join their globally distributed team. This remote position offers an exciting opportunity to contribute to a company that champions user-friendly technology, aiming to make it accessible rather than daunting for clients. As a Tier III engineer, you will be instrumental in resolving the most intricate technical challenges, acting as the ultimate point of escalation for the service desk team. Beyond direct issue resolution, your role will extend to actively managing client onboarding processes and steering key project initiatives, ensuring a seamless transition and positive experience for new and existing clients alike. This is a chance to apply your extensive technical expertise in a supportive, collaborative environment where a commitment to exceptional user support is paramount.

About the Role

As a Tier III Service Desk Engineer, you will operate at the forefront of technical support for Unió Digital's managed service clients. This involves taking ownership of complex technical problems that have been escalated from lower tiers, requiring in-depth troubleshooting and resolution skills across a variety of hardware and software platforms. You will be a vital resource, not only for resolving issues but also for proactively enhancing the IT infrastructure and support processes. A significant aspect of this role involves leading the charge in client onboarding, ensuring that new clients are integrated smoothly and efficiently into Unió Digital’s service offerings. This includes developing comprehensive project plans, coordinating with internal technical teams, and acting as the primary liaison between the client and the service provider. Your dedication to providing support that goes "above and beyond" will be crucial in fostering strong client relationships and ensuring high levels of satisfaction.

The responsibilities of a Tier III Service Desk Engineer are multifaceted and demand a high level of technical proficiency and client engagement. Your core duties will include:

• **Technical Escalation and Resolution:** Serving as the final escalation point for complex technical issues reported by clients or identified by the service desk team, diagnosing, testing, and resolving problems related to hardware, software, and network infrastructure.
• **Client Onboarding and Project Management:** Spearheading the coordination and management of client onboarding projects. This involves developing detailed project plans, setting clear objectives, and ensuring timely and successful implementation of services. You will act as the bridge between the client's needs and the technical capabilities of the Unió Digital team.
• **Client Support and Training:** Providing advanced support to clients throughout their engagement with Unió Digital, with a particular focus on guiding them through the onboarding process. This may involve conducting training sessions to ensure clients are comfortable and proficient with the deployed solutions.
• **Documentation and Process Improvement:** Maintaining and updating comprehensive written documentation for client systems, processes, and support procedures. You will also play a key role in contributing to the ongoing development and refinement of IT Service Management (ITSM) processes within the organisation.
• **Mentorship:** Providing guidance, support, and technical mentorship to Tier I and Tier II service desk technicians, helping to elevate the overall skill level and efficiency of the support team.
• **IT Trend Analysis:** Evaluating emerging IT trends and technologies, and recommending strategic approaches to Unió Digital to enhance its service offerings and maintain a competitive edge.

What They're Looking For

Unió Digital is seeking a candidate with a robust background in IT service delivery and a proven track record of exceptional client support. Essential qualifications and attributes include:

• A minimum of six years of experience in providing IT services and direct end-user support.
• Previous experience working within a Managed Service Provider (MSP) environment is highly advantageous.
• A strong client-oriented approach, coupled with a genuine passion for delivering high-quality customer service and support.
• Demonstrated experience in successfully leading and managing IT projects from inception to completion.
• A proactive, self-starting attitude with a desire to continuously expand professional qualifications and technical knowledge.
• Exceptional attention to detail in all aspects of work.
• Excellent verbal and written communication skills, enabling clear and effective interaction with both technical teams and non-technical clients.
• An IT-related degree and/or relevant industry certifications are preferred.
• Advanced technical knowledge in areas such as Azure Active Directory (Azure AD), Active Directory, Microsoft Intune, or other Remote Monitoring and Management (RMM) agent technologies.

For IT professionals in South Africa, a role like this typically offers a solid career path within the burgeoning managed IT services sector. While specific remuneration varies significantly based on experience, company size, and the specific technologies involved, experienced Tier III engineers often command competitive salaries. Common employers include local MSPs, larger corporations with in-house IT departments, and organisations requiring specialised IT support. Opportunities for growth often lead into roles such as IT Manager, Systems Architect, or specialised cybersecurity positions.

• 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 delivering high-quality customer service
• Proven experience leading IT projects
• A self-starter eager to expand 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 in Azure AD, Active Directory, Intune, or other RMM agents