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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:
🔗
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.
Salary: $2,500 – $3,000 / month Originally posted on Himalayas
