Tier 2 Service Desk Engineer

This is a remote position.

• Pay: $2800 $3500 / 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)
  

At Outsource Access we help fast-growing Managed IT Service Providers deliver seamless reliable and high-level technical support to their clients. We dont just clear helpdesk ticketswe make sure complex IT infrastructures run smoothly issues get solved at the root cause and clients receive an exceptional support experience every single time.

• 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.
  

• 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 accountabilityknowing 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.
  

Youre not just taking a job youre stepping into a role where your growth security and peace of mind actually matter. Here is the total package weve built for you:

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 familys) 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.

Performance Incentives: Bring results and youll 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 years effort.