Tier III Service Desk Engineer at GSD Staffing | Torre
Tier III Service Desk Engineer
Report
GSD Staffing

Tier III Service Desk Engineer

GSD Staffing
Emma
Emma
You'll lead complex IT solutions, mentor teams, and drive client success in a senior technical role.
Emma highlights
This highlight was written by Emma’s AI. Ask Emma to edit it.
Full-time

Legal agreement: Employment

Compensation
USD2.5k - 3k/month
location_on
Remote (for Mexico residents)
Remote (for Colombia residents)
Remote (for Guatemala residents)
Remote (for El Salvador residents)
skeleton-gauges
You have opted out of job matches in .
To undo this, go to the 'Skills and Interests' section of your preferences.
Review preferences
Posted 3 months ago

Requirements and responsibilities

OverviewTier III Service Desk Engineer(Remote – Nearshore Preferred) Job Title: Tier III Service Desk EngineerCompany: 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 ExperienceCompany OverviewA 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.Position OverviewThe 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 ResponsibilitiesAct as the primary escalation point for Tier I and Tier II techniciansLead and support helpdesk operations for managed service clientsDiagnose and resolve advanced hardware, software, networking, and cloud-related issuesCoordinate and manage client onboarding and infrastructure standardization projectsProvide direct end-user support when necessary via phone, remote tools, or emailDevelop project plans outlining scope, timelines, and required resourcesMaintain and update technical documentation and client recordsContribute to process improvement and IT service management optimizationProvide mentorship and technical guidance to junior service desk staffEvaluate emerging technologies and recommend service improvementsTechnology EnvironmentPSA / Helpdesk: HaloPSADocumentation: HuduRMM Tools: Microsoft Intune, ImmyBotNetworking: MerakiMicrosoft Ecosystem: Microsoft 365, Azure AD, Active DirectorySecurity & Surveillance SystemsEndpoint management and remote monitoring toolsRequired Skills and Qualifications6+ years of experience providing IT services and end-user supportPrior experience working within a Managed Service Provider (MSP) environmentStrong troubleshooting and root cause analysis skillsExperience leading technical projects and client onboardingAdvanced knowledge of Microsoft 365, Azure AD, Active Directory, and IntuneExperience with RMM tools and PSA systemsStrong documentation and process adherence skillsExcellent written and verbal English communication skillsAbility to work during US business hoursReliable remote work setup with stable internetPreferred QualificationsIT-related degree and/or industry certifications (Cisco, CompTIA A+, Network+, Microsoft, or equivalent)Experience supporting small to mid-sized business IT environmentsFamiliarity with networking and security systemsExperience mentoring technical teamsApplication ProcessQualified candidates are encouraged to submit their applications through: https://gsd-staffing.breezy.hr/
Closes in:
0
days
0
hours
0
min
0
sec
Optionally, you can add more information later (benefits, pre-screening questions, etc.)

Thank you

Thank you

check_circle

Payment confirmed

Torre Hunt

Torre Hunt

A member of the Torre team will contact you shortly

In the meantime, continue adding information to your job opening.