Tier III Service Desk Engineer

<p class="MsoNormal" style="margin: 0in 0in 8pt; line-height: 15.6933px; color: #000000;">Unió Digital is an Arizona-based managed service provider (MSP) delivering Managed IT Services, Low Voltage Cabling, Access Control, Video Surveillance, and Intrusion Services. We believe technology should be intuitive, not intimidating.</p> <p> </p> <p class="MsoNormal" style="margin: 0in 0in 8pt; line-height: 15.6933px; color: #000000;">We are looking for an experienced Tier 3 Service Desk Technician with exceptional problem-solving skills. 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.</p> <p> </p> <p class="MsoNormal" style="margin: 0in 0in 8pt; line-height: 15.6933px; color: #000000;"><strong>Duties</strong></p> <p> </p> <p class="MsoListParagraphCxSpFirst" style="margin: 0in 0in 0in 0.5in; line-height: 15.6933px; color: #000000; text-indent: -0.25in;">·<span style="font-style: normal; font-variant: normal; font-language-override: normal; font-kerning: auto; font-optical-sizing: auto; font-feature-settings: normal; font-variation-settings: normal; font-stretch: normal; line-height: normal;">       </span>Lead and support our helpdesk environment for managed service clients</p> <p> </p> <p class="MsoListParagraphCxSpMiddle" style="margin: 0in 0in 0in 0.5in; line-height: 15.6933px; color: #000000; text-indent: -0.25in;">·<span style="font-style: normal; font-variant: normal; font-language-override: normal; font-kerning: auto; font-optical-sizing: auto; font-feature-settings: normal; font-variation-settings: normal; font-stretch: normal; line-height: normal;">       </span>Coordinate and manage client projects, acting as a bridge between the technical team and the client to ensure project success</p> <p> </p> <p class="MsoListParagraphCxSpMiddle" style="margin: 0in 0in 0in 0.5in; line-height: 15.6933px; color: #000000; text-indent: -0.25in;">·<span style="font-style: normal; font-variant: normal; font-language-override: normal; font-kerning: auto; font-optical-sizing: auto; font-feature-settings: normal; font-variation-settings: normal; font-stretch: normal; line-height: normal;">       </span>Provide above and beyond support to our clients and respond to queries for technical assistance in person, via phone, or electronically as required</p> <p> </p> <p class="MsoListParagraphCxSpMiddle" style="margin: 0in 0in 0in 0.5in; line-height: 15.6933px; color: #000000; text-indent: -0.25in;">·<span style="font-style: normal; font-variant: normal; font-language-override: normal; font-kerning: auto; font-optical-sizing: auto; font-feature-settings: normal; font-variation-settings: normal; font-stretch: normal; line-height: normal;">       </span>Provide training and support to clients during the onboarding process to ensure they understand how to effectively use their new IT systems and services.</p> <p> </p> <p class="MsoListParagraphCxSpMiddle" style="margin: 0in 0in 0in 0.5in; line-height: 15.6933px; color: #000000; text-indent: -0.25in;">·<span style="font-style: normal; font-variant: normal; font-language-override: normal; font-kerning: auto; font-optical-sizing: auto; font-feature-settings: normal; font-variation-settings: normal; font-stretch: normal; line-height: normal;">       </span>Develop project plans for client onboarding and standardization projects, outlining tasks, resources required, and estimated timelines</p> <p> </p> <p class="MsoListParagraphCxSpMiddle" style="margin: 0in 0in 0in 0.5in; line-height: 15.6933px; color: #000000; text-indent: -0.25in;">·<span style="font-style: normal; font-variant: normal; font-language-override: normal; font-kerning: auto; font-optical-sizing: auto; font-feature-settings: normal; font-variation-settings: normal; font-stretch: normal; line-height: normal;">       </span>Install, configure, diagnose, test and resolve technical hardware and software issues</p> <p> </p> <p class="MsoListParagraphCxSpMiddle" style="margin: 0in 0in 0in 0.5in; line-height: 15.6933px; color: #000000; text-indent: -0.25in;">·<span style="font-style: normal; font-variant: normal; font-language-override: normal; font-kerning: auto; font-optical-sizing: auto; font-feature-settings: normal; font-variation-settings: normal; font-stretch: normal; line-height: normal;">       </span>Maintain and update written client and process documentation to ensure effective knowledge management</p> <p> </p> <p class="MsoListParagraphCxSpMiddle" style="margin: 0in 0in 0in 0.5in; line-height: 15.6933px; color: #000000; text-indent: -0.25in;">·<span style="font-style: normal; font-variant: normal; font-language-override: normal; font-kerning: auto; font-optical-sizing: auto; font-feature-settings: normal; font-variation-settings: normal; font-stretch: normal; line-height: normal;">       </span>Provide mentorship and guidance to Tier I and Tier II service desk technicians, fostering a collaborative and knowledgeable team environment</p> <p> </p> <p class="MsoListParagraphCxSpMiddle" style="margin: 0in 0in 0in 0.5in; line-height: 15.6933px; color: #000000; text-indent: -0.25in;">·<span style="font-style: normal; font-variant: normal; font-language-override: normal; font-kerning: auto; font-optical-sizing: auto; font-feature-settings: normal; font-variation-settings: normal; font-stretch: normal; line-height: normal;">       </span>Contribute to the development and improvement of IT service management processes and practices</p> <p> </p> <p class="MsoListParagraphCxSpLast" style="margin: 0in 0in 8pt 0.5in; line-height: 15.6933px; color: #000000; text-indent: -0.25in;">·<span style="font-style: normal; font-variant: normal; font-language-override: normal; font-kerning: auto; font-optical-sizing: auto; font-feature-settings: normal; font-variation-settings: normal; font-stretch: normal; line-height: normal;">       </span>Evaluate and anticipate IT trends and recommend strategies and implement improvement initiatives</p> <p> </p> <p class="MsoNormal" style="margin: 0in 0in 8pt; line-height: 15.6933px; color: #000000;"><strong>Our Technology Stack</strong></p> <p> </p> <p class="MsoListParagraphCxSpFirst" style="margin: 0in 0in 0in 0.5in; line-height: 15.6933px; color: #000000; text-indent: -0.25in;">·<span style="font-style: normal; font-variant: normal; font-language-override: normal; font-kerning: auto; font-optical-sizing: auto; font-feature-settings: normal; font-variation-settings: normal; font-stretch: normal; line-height: normal;">       </span>Helpdesk / Ticketing – HaloPSA</p> <p> </p> <p class="MsoListParagraphCxSpMiddle" style="margin: 0in 0in 0in 0.5in; line-height: 15.6933px; color: #000000; text-indent: -0.25in;">·<span style="font-style: normal; font-variant: normal; font-language-override: normal; font-kerning: auto; font-optical-sizing: auto; font-feature-settings: normal; font-variation-settings: normal; font-stretch: normal; line-height: normal;">       </span>Documentation – Hudu</p> <p> </p> <p class="MsoListParagraphCxSpMiddle" style="margin: 0in 0in 0in 0.5in; line-height: 15.6933px; color: #000000; text-indent: -0.25in;">·<span style="font-style: normal; font-variant: normal; font-language-override: normal; font-kerning: auto; font-optical-sizing: auto; font-feature-settings: normal; font-variation-settings: normal; font-stretch: normal; line-height: normal;">       </span>RMM – Intune / Immybot</p> <p> </p> <p class="MsoListParagraphCxSpMiddle" style="margin: 0in 0in 0in 0.5in; line-height: 15.6933px; color: #000000; text-indent: -0.25in;">·<span style="font-style: normal; font-variant: normal; font-language-override: normal; font-kerning: auto; font-optical-sizing: auto; font-feature-settings: normal; font-variation-settings: normal; font-stretch: normal; line-height: normal;">       </span>Networking – Meraki</p> <p> </p> <p class="MsoListParagraphCxSpMiddle" style="margin: 0in 0in 0in 0.5in; line-height: 15.6933px; color: #000000; text-indent: -0.25in;">·<span style="font-style: normal; font-variant: normal; font-language-override: normal; font-kerning: auto; font-optical-sizing: auto; font-feature-settings: normal; font-variation-settings: normal; font-stretch: normal; line-height: normal;">       </span>Email/Calendar/Voice/AD – Microsoft 365</p> <p> </p> <p class="MsoListParagraphCxSpMiddle" style="margin: 0in 0in 0in 0.5in; line-height: 15.6933px; color: #000000; text-indent: -0.25in;">·<span style="font-style: normal; font-variant: normal; font-language-override: normal; font-kerning: auto; font-optical-sizing: auto; font-feature-settings: normal; font-variation-settings: normal; font-stretch: normal; line-height: normal;">       </span>Security Cameras – Rhombus / Avigilon</p> <p> </p> <p class="MsoListParagraphCxSpLast" style="margin: 0in 0in 8pt 0.5in; line-height: 15.6933px; color: #000000; text-indent: -0.25in;">·<span style="font-style: normal; font-variant: normal; font-language-override: normal; font-kerning: auto; font-optical-sizing: auto; font-feature-settings: normal; font-variation-settings: normal; font-stretch: normal; line-height: normal;">       </span>Door Access – Avigilon</p> <p> </p> <p class="MsoNormal" style="margin: 0in 0in 8pt; line-height: 15.6933px; color: #000000;"><strong>Qualification</strong></p> <p> </p> <p class="MsoListParagraphCxSpFirst" style="margin: 0in 0in 0in 0.5in; line-height: 15.6933px; color: #000000; text-indent: -0.25in;">·<span style="font-style: normal; font-variant: normal; font-language-override: normal; font-kerning: auto; font-optical-sizing: auto; font-feature-settings: normal; font-variation-settings: normal; font-stretch: normal; line-height: normal;">       </span>6+ years of experience providing IT services and end-user support</p> <p> </p> <p class="MsoListParagraphCxSpMiddle" style="margin: 0in 0in 0in 0.5in; line-height: 15.6933px; color: #000000; text-indent: -0.25in;">·<span style="font-style: normal; font-variant: normal; font-language-override: normal; font-kerning: auto; font-optical-sizing: auto; font-feature-settings: normal; font-variation-settings: normal; font-stretch: normal; line-height: normal;">       </span>Prior experience at a managed service provider is critical to understand the fast-paced nature of the industry</p> <p> </p> <p class="MsoListParagraphCxSpMiddle" style="margin: 0in 0in 0in 0.5in; line-height: 15.6933px; color: #000000; text-indent: -0.25in;">·<span style="font-style: normal; font-variant: normal; font-language-override: normal; font-kerning: auto; font-optical-sizing: auto; font-feature-settings: normal; font-variation-settings: normal; font-stretch: normal; line-height: normal;">       </span>Client-oriented approach with a passion for delivering high-quality customer service</p> <p> </p> <p class="MsoListParagraphCxSpMiddle" style="margin: 0in 0in 0in 0.5in; line-height: 15.6933px; color: #000000; text-indent: -0.25in;">·<span style="font-style: normal; font-variant: normal; font-language-override: normal; font-kerning: auto; font-optical-sizing: auto; font-feature-settings: normal; font-variation-settings: normal; font-stretch: normal; line-height: normal;">       </span>Proven experience leading IT projects</p> <p> </p> <p class="MsoListParagraphCxSpMiddle" style="margin: 0in 0in 0in 0.5in; line-height: 15.6933px; color: #000000; text-indent: -0.25in;">·<span style="font-style: normal; font-variant: normal; font-language-override: normal; font-kerning: auto; font-optical-sizing: auto; font-feature-settings: normal; font-variation-settings: normal; font-stretch: normal; line-height: normal;">       </span>A self-starter who is eager to expand their qualifications</p> <p> </p> <p class="MsoListParagraphCxSpMiddle" style="margin: 0in 0in 0in 0.5in; line-height: 15.6933px; color: #000000; text-indent: -0.25in;">·<span style="font-style: normal; font-variant: normal; font-language-override: normal; font-kerning: auto; font-optical-sizing: auto; font-feature-settings: normal; font-variation-settings: normal; font-stretch: normal; line-height: normal;">       </span>Background in providing direct end-user support</p> <p> </p> <p class="MsoListParagraphCxSpMiddle" style="margin: 0in 0in 0in 0.5in; line-height: 15.6933px; color: #000000; text-indent: -0.25in;">·<span style="font-style: normal; font-variant: normal; font-language-override: normal; font-kerning: auto; font-optical-sizing: auto; font-feature-settings: normal; font-variation-settings: normal; font-stretch: normal; line-height: normal;">       </span>High level of attention to detail</p> <p> </p> <p class="MsoListParagraphCxSpMiddle" style="margin: 0in 0in 0in 0.5in; line-height: 15.6933px; color: #000000; text-indent: -0.25in;">·<span style="font-style: normal; font-variant: normal; font-language-override: normal; font-kerning: auto; font-optical-sizing: auto; font-feature-settings: normal; font-variation-settings: normal; font-stretch: normal; line-height: normal;">       </span>Excellent verbal and written communication skills</p> <p> </p> <p class="MsoListParagraphCxSpMiddle" style="margin: 0in 0in 0in 0.5in; line-height: 15.6933px; color: #000000; text-indent: -0.25in;">·<span style="font-style: normal; font-variant: normal; font-language-override: normal; font-kerning: auto; font-optical-sizing: auto; font-feature-settings: normal; font-variation-settings: normal; font-stretch: normal; line-height: normal;">       </span>IT-related degree and/or certifications (Cisco, A+, Network+, Microsoft, or equivalent)</p> <p> </p> <p class="MsoListParagraphCxSpLast" style="margin: 0in 0in 8pt 0.5in; line-height: 15.6933px; color: #000000; text-indent: -0.25in;">·<span style="font-style: normal; font-variant: normal; font-language-override: normal; font-kerning: auto; font-optical-sizing: auto; font-feature-settings: normal; font-variation-settings: normal; font-stretch: normal; line-height: normal;">       </span>Advanced technical knowledge, including experience with Azure AD, Active Directory, Intune, or other RMM agents</p> <p> </p> <p class="MsoNormal" style="margin: 0in 0in 8pt; line-height: 15.6933px; color: #000000;"><strong>Our Core Values</strong></p> <p> </p> <p class="MsoNormal" style="margin: 0in 0in 8pt 0.5in; line-height: 15.6933px; color: #000000;"><strong><u>Dream Big, Then Make it Real</u></strong></p> <p> </p> <p class="MsoNormal" style="margin: 0in 0in 8pt 0.5in; line-height: 15.6933px; color: #000000;">We flex our imagination and challenge ourselves to a higher standard.  Do, rather than talk and tell.</p> <p> </p> <p class="MsoNormal" style="margin: 0in 0in 8pt 0.5in; line-height: 15.6933px; color: #000000;"><strong><u>Client Driven Results</u></strong></p> <p> </p> <p class="MsoNormal" style="margin: 0in 0in 8pt 0.5in; line-height: 15.6933px; color: #000000;">Clients trust us to find solutions that deliver exceptional results.  When they succeed, we succeed.</p> <p> </p> <p class="MsoNormal" style="margin: 0in 0in 8pt 0.5in; line-height: 15.6933px; color: #000000;"><strong><u>Own Your Progress</u></strong></p> <p> </p> <p class="MsoNormal" style="margin: 0in 0in 8pt 0.5in; line-height: 15.6933px; color: #000000;">We continuously improve through rapid innovation and embracing our mistakes.  Own it means a relentless pursuit of the solution.</p> <p> </p> <p class="MsoNormal" style="margin: 0in 0in 8pt 0.5in; line-height: 15.6933px; color: #000000;"><strong><u>We Do It Right…even when no one’s watching. Period.</u></strong></p> <img src="https://remotive.com/job/track/2091045/blank.gif?source=public_api" alt=""/>