Tier III Service Desk Engineer
New
G
GSD StaffingManaged IT Services
Candidates preferred from Guatemala, Nicaragua, El Salvador, Honduras, Belize, Colombia, and Mexico, US Business HoursFull-TimeSenior
Salary2,500 - 3,000 USD per month
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Job Details
- Languages
- English
- Experience
- 6+ years
Requirements
- 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
- IT-related degree and/or industry certifications (Cisco, CompTIA A+, Network+, Microsoft, or equivalent) preferred
- Experience supporting small to mid-sized business IT environments preferred
- Familiarity with networking and security systems preferred
- Experience mentoring technical teams preferred
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
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