三级服务台工程师
Tier III Service Desk Engineer
Unió Digital 是一家位于亚利桑那州的托管服务提供商（MSP），提供托管 IT 服务、低压布线、门禁控制、视频监控和入侵检测服务。我们认为技术应该直观，而不是令人畏惧。
我们正在寻找一位经验丰富的三级服务台技术人员，具备出色的解决问题能力。您将作为团队中的升级点，解决复杂的技术问题，同时领导客户上线和项目工作。在需要时，您还应参与直接的终端用户支持。如果您热衷于确保高质量的用户支持，并且在协作环境中茁壮成长，这个职位适合您。
职责
- 为托管服务客户提供帮助台环境的支持和管理
- 协调和管理客户项目，作为技术团队与客户之间的桥梁，确保项目成功
- 为客户提供超出预期的支持，并根据需要亲自、电话或电子方式响应技术协助请求
- 在客户上线过程中提供培训和支持，确保他们了解如何有效使用新的 IT 系统和服务
- 为客户上线和标准化项目制定项目计划，明确任务、所需资源和预计时间表
- 安装、配置、诊断、测试并解决技术硬件和软件问题
- 维护和更新书面客户和流程文档，确保有效的知识管理
- 为一级和二级服务台技术人员提供指导和建议，培养协作和知识型的团队环境
- 参与 IT 服务管理流程和实践的发展与改进
- 评估和预测 IT 趋势，推荐策略并实施改进措施
我们的技术栈
- 帮助台/工单系统 – HaloPSA
- 文档 – Hudu
- 远程监控管理 – Intune / Immybot
- 网络 – Meraki
- 邮件/日历/语音/AD – Microsoft 365
- 安全摄像头 – Rhombus / Avigilon
- 门禁 – Avigilon
资格要求
- 具有 6 年以上提供 IT 服务和终端用户支持的经验
- 在托管服务提供商的工作经验至关重要，以理解快节奏的工作环境
查看英文原文
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.
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.
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 providing direct end-user support
· High level of attention to detail
· Excellent verbal and written communication skills
· IT-related degree and/or certifications (Cisco, A+, Network+, Microsoft, or equivalent)
· Advanced technical knowledge, including experience with Azure AD, Active Directory, Intune, or other RMM agents
Our Core Values
Dream Big, Then Make it Real
We flex our imagination and challenge ourselves to a higher standard. Do, rather than talk and tell.
Client Driven Results
Clients trust us to find solutions that deliver exceptional results. When they succeed, we succeed.
Own Your Progress
We continuously improve through rapid innovation and embracing our mistakes. Own it means a relentless pursuit of the solution.
We Do It Right…even when no one’s watching. Period.