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 idóneo 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