[Hiring] Tier 2 Service Desk Engineer @Outsource Access

Role 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)

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.

Qualifications

• 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

• 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.