Tier 2 Service Desk Engineer

Outsource Access; India; On-site; INR 600,000 - 1,000,000; Full time

Benefits offered by this job

Health & Wellness benefits

Life Insurance

Paid time off / Leave credits

Overtime pay

Night differential

Job summary

Outsource Access is seeking an experienced IT Service Desk professional for a fully remote role in India with client-approved device rental. The candidate will handle Tier 2/3 escalations across Microsoft 365, Active Directory, cloud environments, and networking, while mentoring Tier 1 engineers and driving high-quality client service.

Ideal candidates have at least 3 years of IT service desk experience, fluent English, and a proactive, accountable mindset.

Qualifications

• 3+ years of IT Service Desk experience with escalations.
• Fluent English communication skills and accountable, empathetic approach.
• Proactive, thorough, and able to follow documentation and escalate when needed.

Responsibilities

• Take ownership of complex Tier 2 and Tier 3 escalations across Microsoft 365, AD, cloud environments, and networking.
• Perform deep root cause analysis to prevent downtime and improve stability.
• Mentor Tier 1 engineers and support infrastructure projects to improve team performance.
• Combine strong technical troubleshooting with customer-facing communications to build client trust.

Skills

Microsoft 365

Active Directory

Windows/macOS

Azure/Entra ID

Networking (DNS, DHCP, VPN, TCP/IP)

Virtualization (VMware/Hyper-V)

ConnectWise

Tools

ConnectWise

Job description

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)

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.

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.

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.