Remote Tier 2 IT Service Desk Engineer

Outsource Access, Inc.; Cagayan de Oro; On-site; PHP 1,949,000 - 2,437,000; Full time

Benefits offered by this job

HMO coverage

Group life insurance

Paid leave credits

Overtime pay

Night differential

13th month pay

Job summary

Outsource Access, Inc. is seeking a remote Tier 2 Service Desk Engineer to handle complex escalations across Microsoft 365, Active Directory, cloud environments, and networking. This full-time remote position requires at least 3 years of IT service desk experience and strong English communication.

You will mentor Tier 1 engineers, document solutions, and focus on root-cause analysis to improve client environments. The role offers client-provided device rental and a flexible remote work setup.

Qualifications

• Minimum 3 years of IT Service Desk experience with a proven track record of handling advanced technical escalations.
• Fluent English communication skills with accountability and empathy.
• Proactive communicator with strong problem-solving and documentation habits.

Responsibilities

• Take ownership of complex Tier 2 and Tier 3 escalations across Microsoft 365, AD, cloud environments, and networking to keep client operations running smoothly.
• Perform root cause analysis and document troubleshooting steps to prevent future downtime.
• Mentor Tier 1 engineers and support infrastructure projects to improve service desk performance.
• Deliver excellent client care with clear, empathetic communication.

Skills

IT Service Desk

English fluency

Microsoft 365

Active Directory

Windows/macOS

Azure/Entra ID

Networking (DNS/DHCP/VPN)

TCP/IP

Virtualization (VMware/Hyper-V)

ConnectWise

Tools

ConnectWise

VMware

Hyper-V

Job description

Outsource Access, Inc. is seeking a remote Tier 2 Service Desk Engineer to handle complex escalations across Microsoft 365, Active Directory, cloud environments, and networking. This full-time remote position requires at least 3 years of IT service desk experience and strong English communication.

You will mentor Tier 1 engineers, document solutions, and focus on root-cause analysis to improve client environments. The role offers client-provided device rental and a flexible remote work setup.