Tier III Service Desk Engineer

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, recommend strategies, and implement improvement initiatives

Our Technology Stack

Qualification

• 6+ years of experience providing IT services and end-user support