Service Desk Engineer Tier III- Remote (Nearshore Preferred)

Tier III Service Desk Engineer(Remote – Nearshore Preferred)

Job Title: Tier III Service Desk Engineer

Company: US-Based Managed Service Provider (Confidential)
Applicants: Remote (Candidates preferred from Guatemala, Nicaragua, El Salvador, Honduras, Belize, Colombia, and Mexico)
Hours: Full-Time, Monday through Friday (US Business Hours)
Compensation: Competitive; Based on Experience

Company Overview
A U.S.-based full-service information technology and cloud services provider delivering comprehensive managed IT services, hosted email, voice and security solutions, as well as structured and low-voltage cabling services. The company is driven by a vision of thinking big and executing with excellence and is seeking a skilled Senior IT Support Engineer (Tier III) who shares that mindset and commitment to high standards.

This role is for direct placement with one of our MSP partner companies.

Position Overview
The Tier III Service Desk Engineer serves as the senior technical escalation point within the service team. This role is responsible for resolving complex technical issues, leading client onboarding initiatives, supporting infrastructure projects, and mentoring junior technicians.

The ideal candidate has extensive MSP experience, strong troubleshooting capabilities, and the ability to manage both technical execution and client communication in a structured, SLA-driven environment.

Key Responsibilities
• Act as the primary escalation point for Tier I and Tier II technicians
• Lead and support helpdesk operations for managed service clients
• Diagnose and resolve advanced hardware, software, networking, and cloud-related issues
• Coordinate and manage client onboarding and infrastructure standardization projects
• Provide direct end-user support when necessary via phone, remote tools, or email
• Develop project plans outlining scope, timelines, and required resources
• Maintain and update technical documentation and client records
• Contribute to process improvement and IT service management optimization
• Provide mentorship and technical guidance to junior service desk staff
• Evaluate emerging technologies and recommend service improvements

Technology Environment
• PSA / Helpdesk: HaloPSA
• Documentation: Hudu
• RMM Tools: Microsoft Intune, ImmyBot
• Networking: Meraki
• Microsoft Ecosystem: Microsoft 365, Azure AD, Active Directory
• Security & Surveillance Systems
• Endpoint management and remote monitoring tools

Required Skills and Qualifications
• 6+ years of experience providing IT services and end-user support
• Prior experience working within a Managed Service Provider (MSP) environment
• Strong troubleshooting and root cause analysis skills
• Experience leading technical projects and client onboarding
• Advanced knowledge of Microsoft 365, Azure AD, Active Directory, and Intune
• Experience with RMM tools and PSA systems
• Strong documentation and process adherence skills
• Excellent written and verbal English communication skills
• Ability to work during US business hours
• Reliable remote work setup with stable internet

Preferred Qualifications
• IT-related degree and/or industry certifications (Cisco, CompTIA A+, Network+, Microsoft, or equivalent)
• Experience supporting small to mid-sized business IT environments
• Familiarity with networking and security systems
• Experience mentoring technical teams

Application Process
Qualified candidates are encouraged to submit their applications through:
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Candidates must have:

• A reliable computer or laptop capable of supporting the requirements of the role.
• A second monitor.
• A stable, high-speed internet connection.
• A professional and secure remote workspace.
• The ability to work effectively with U.S.-based teams and clients.
• Flexibility to adjust working hours based on client and project requirements.

Background Check

Candidates who are selected for employment must successfully complete a background check and provide a valid police clearance or equivalent official criminal record clearance from their respective country or location before final employment.