{"id":4144238,"url":"https://alion.io/job/outsource-access-tier-2-service-desk-engineer-remote","title":"Tier 2 Service Desk Engineer (Remote)","company":{"id":3775716,"name":"Outsource Access","domain":"outsourceaccesscareers.com","url":"https://alion.io/company/outsourceaccesscareers","size_band":"201-500","is_staffing_agency":false,"employer_type":"staffing","is_intermediary":false,"listed_via":null,"ats_vendor":"Zoho Recruit","truth_index":null},"role":"Support","role_family":"Support","seniority":"middle","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"inferred_company_offices","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"Azure","optional":false},{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"Hyper-V","optional":false},{"name":"Microsoft Entra ID","optional":false},{"name":"Service Desk","optional":false},{"name":"TCP/IP","optional":false},{"name":"VMWare","optional":false},{"name":"VPN","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-11-12T06:25:25Z","employer_posted_date":"2026-11-12","last_verified_at":"2026-11-12T06:25:25Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"This is a remote position.\nWhat We Do\nAt 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.\nHow You’ll Make a Difference\nSolving 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.\n\nEliminating Repeat Issues: Perform deep root cause analysis and document clear troubleshooting processes to prevent future downtime and ensure long-term stability.\n\nElevating the Team: Mentor Tier 1 engineers, share technical knowledge, and support key infrastructure projects to level up overall service desk performance.\n\nDelivering Flawless Client Care: Combine sharp technical problem-solving with empathetic, customer-facing communication that builds lasting client trust.\n\nRequirements\nIs This You?\nAn Experienced Problem Solver: You bring at least 3 years of IT Service Desk experience with a proven track record of handling advanced technical escalations.\n\nA Proactive Communicator: You possess fluent English communication skills, take complete ownership of your tasks, and approach every interaction with accountability and empathy.\n\nA Critical Thinker with Grit: You align with core values like fortitude, agility, and accountability-knowing how to investigate thoroughly, follow documentation, and escalate appropriately.\n\nTech-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.\n\nYour Home Office: You have a dedicated, quiet remote workspace with a reliable internet connection and the flexibility to adapt to changing shift schedules.\n\nBenefits\nWhy You’ll Love Being Part of the OAmazing Team\nYou’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:\nYour Wellness & Security\nHealth & Wellness - Covered: You get comprehensive HMO coverage with a top provider so you can focus on work without worrying about medical bills.\nSecurity for the “What Ifs”: Our Group Life Insurance benefit gives you added protection - because your future (and your family’s) deserves a safety net.\nTime 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.\nSupport You Can Count On: We take care of all government-mandated benefits, so everything is handled properly and on time.\nYour Financial Rewards\nPerformance Incentives: Bring results - and you’ll see it rewarded. Simple as that.\nPremium 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.\n13th Month Pay: A well-earned bonus to celebrate the results of your year’s effort.","description_format":"text","description_chars":3267,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":["Home office","Life insurance"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Virtual Assistant Services","Business Process Outsourcing (BPO)"],"lifecycle":[{"event":"open","at":"2026-11-12T06:25:25Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":38,"reasons":["conf:1","win:early"],"computed_at":"2026-11-12T08:11:36Z"},"pay":null,"html_url":"https://alion.io/job/outsource-access-tier-2-service-desk-engineer-remote","json_url":"https://alion.io/job/outsource-access-tier-2-service-desk-engineer-remote.json","meta":{"generated_at":"2026-11-12T08:11:36Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":16446,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-13T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3775716},"rest":"https://alion.io/mcp/rest/get_company?id=3775716"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Foutsource-access-tier-2-service-desk-engineer-remote"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Foutsource-access-tier-2-service-desk-engineer-remote"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Foutsource-access-tier-2-service-desk-engineer-remote"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/outsource-access-tier-2-service-desk-engineer-remote\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Foutsource-access-tier-2-service-desk-engineer-remote"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":4144238}},{"tool":"search_jobs","arguments":{"company":"outsourceaccesscareers.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":4144238},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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