Tier 2 Service Desk Engineer (Remote)
Confirmed on the employer's own hiring board on Nov 12, 2026. First seen by Alion on Nov 12, 2026.
This is a remote position.
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.