Tier III Service Desk Engineer

Brief intro

We are looking for an experienced Tier 3 Service Desk Technician with exceptional problem-solving skills.

Key details

• You will serve as the escalation point within the team, resolving complex technical issues while also leading client onboarding and project initiatives
• You are expected to be involved in direct end-user support when required
• If you have a passion for ensuring top-quality user support and thrive in a collaborative environment, this role is for you
• Duties · 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 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 of experience providing IT services and end-user support · Prior experience at a managed service provider is critical to understand the fast-paced nature of the industry · Client-oriented approach with a passion for delivering high-quality customer service · Proven experience leading IT projects · A self-starter who is eager to expand their qualifications · Background in …