Tier 2 Service Desk Engineer

Job Description

This is a remote position. Tier 2 Service Desk Engineer (Remote) Pay: $2,800 – $3,500 / month Work Setup: Full-Time Remote (Client-provided device rental) Experience Level: Minimum 3 years of IT Service Desk experience (Tier 2 preferred, Tier 3 highly preferred) What We Do At Outsource Access, we help fast-growing Managed IT Service Providers deliver seamless, reliable, and high-level technical support to their clients. We don't just clear helpdesk tickets—we make sure complex IT infrastructures run smoothly, issues get solved at the root cause, and clients receive an exceptional support experience every single time. How You’ll Make a Difference Solving the Tough Tech: Take ownership of complex Tier 2 and Tier 3 technical escalations across Microsoft 365, Active Directory, cloud environments, and networking to keep client operations running without disruption. Eliminating Repeat Issues: Perform deep root cause analysis and document clear troubleshooting processes to prevent future downtime and ensure long-term stability. Elevating the Team: Mentor Tier 1 engineers, share technical knowledge, and support key infrastructure projects to level up overall service desk performance. Delivering Flawless Client Care: Combine sharp technical problem-solving with empathetic, customer-facing communication that builds lasting client trust. Requirements Is This You? An Experienced Problem Solver: You bring at least 3 years of IT Service Desk experience with a proven track record of handling advanced technical escalations. A Proactive Communicator: You possess fluent English communication skills, take complete ownership of your tasks, and approach every interaction with accountability and empathy. A Critical Thinker with Grit: You align with core values like fortitude, agility, and accountability—knowing how to investigate thoroughly, follow documentation, and escalate appropriately. Tech-Savvy: You have strong hands-on proficiency with Microsoft 365, Active Directory, Windows/macOS, Azure/Entra ID, networking (DNS, DHCP, VPN, TCP/IP), and virtualization platforms (VMware/Hyper-V), with ConnectWise experience being a plus. Your Home Office: You have a dedicated, quiet remote workspace with a reliable internet connection and the flexibility to adapt to changing shift schedules. Benefits Why You’ll Love Being Part of the OAmazing Team You’re not just taking a job — you’re stepping into a role where your growth, security, and peace of mind actually matter. Here is the total package we’ve built for you: Your Wellness & Security Health & Wellness — Covered: You get comprehensive HMO coverage with a top provider so you can focus on work without worrying about medical bills. Security for the “What Ifs”: Our Group Life Insurance benefit gives you added protection — because your future (and your family’s) deserves a safety net. Time to Recharge — Guilt-Free: We support your well-being with paid leave credits that allow you to rest, reset, and show up as your best self — at work and at home. Support You Can Count On: We take care of all government-mandated benefits, so everything is handled properly and on time. Your Financial Rewards Performance Incentives: Bring results — and you’ll see it rewarded. Simple as that. Premium Pay: When you put in the time, we honor it. You receive Overtime Pay for extra miles and Night Differential for supporting the team during late hours. 13th Month Pay: A well-earned bonus to celebrate the results of your year’s effort.