Tier 2 Service Desk Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Assume responsibility for intricate Tier 2 and Tier 3 technical escalations relating to Microsoft 365, Active Directory, cloud environments, and networking.

• Conduct thorough root cause analyses and document detailed troubleshooting procedures to avert future downtimes and guarantee long-term stability.

• Guide Tier 1 engineers and disseminate technical expertise.

• Assist with critical infrastructure initiatives aimed at enhancing service desk performance.

• Offer technical solutions and maintain empathetic, customer-facing communication.

• Execute comprehensive investigations, adhere to documentation protocols, and escalate issues as necessary.

⛳️ Requirements

• At least 3 years of experience in IT Service Desk; Tier 2 experience is preferred, and Tier 3 experience is highly preferred.

• Demonstrated capability in managing advanced technical escalations.

• Proficient English communication skills.

• Traits of ownership, accountability, empathy, resilience, and adaptability.

• Practical experience with Microsoft 365.

• Practical experience with Active Directory.

• Familiarity with Windows/macOS.

• Knowledge of Azure/Entra ID.

• Understanding of networking concepts including DNS, DHCP, VPN, and TCP/IP.

• Experience with virtualization platforms like VMware/Hyper-V.

• Experience with ConnectWise is a bonus.

• A dedicated and quiet remote workspace.

• A reliable internet connection.

• Willingness to adapt to varying shift schedules.

🏝️ Benefits

• Extensive HMO coverage with a leading provider.

• Group Life Insurance.

• Paid leave credits.

• Government-mandated benefits.

• Performance incentives.

• Overtime Pay.

• Night Differential.

• 13th Month Pay.

• Rental of client-provided devices.