Tier II Service Desk Engineer – Remote
Work Setup: 100% Remote
Employment Type: Full-Time
Schedule: Monday–Friday, US Business Hours
Candidates Location: LATAM Preferred
Compensation: Competitive salary in USD, based on experience
About the Role
We are looking for an experienced Tier II Service Desk Engineer to join our growing Managed Service Provider (MSP) team.
In this role, you will provide advanced technical support to business clients, troubleshoot escalated service requests, and help maintain reliable IT environments. You will work closely with Tier I technicians and other technical team members to resolve issues efficiently while maintaining excellent service and documentation standards.
This is a hands-on technical support position suited for an IT professional who enjoys troubleshooting, problem-solving, and working in a fast-paced MSP environment.
Key Responsibilities
- Troubleshoot and resolve Tier II hardware, software, networking, and end-user support issues.
- Handle technical escalations from Tier I support.
- Diagnose and resolve issues involving Microsoft 365, Active Directory, Azure AD, and Intune.
- Monitor and manage service requests using RMM and PSA systems.
- Perform remote troubleshooting and technical support for client environments.
- Assist with client onboarding, deployments, configurations, and technical projects.
- Maintain accurate ticket documentation, technical records, and client information.
- Follow established service procedures, security practices, and SLA requirements.
- Collaborate with other technicians to resolve complex technical issues.
- Identify recurring issues and contribute to service improvement initiatives.
- Escalate issues requiring higher-level expertise when appropriate.
Qualifications
- 3+ years of experience in IT support, technical support, or service desk roles.
- Experience working in a Managed Service Provider (MSP) environment is preferred.
- Working knowledge of Microsoft 365 and common Microsoft business technologies.
- Experience with Active Directory and Azure AD/Entra ID.
- Familiarity with Microsoft Intune and endpoint management.
- Experience using RMM and PSA/ticketing systems.
- Strong troubleshooting and problem-solving skills.
- Ability to diagnose technical issues systematically and efficiently.
- Good written and verbal English communication skills.
- Ability to work independently in a remote environment.
- Reliable internet connection and suitable remote-work setup.
Preferred Qualifications
- Degree or diploma in Information Technology, Computer Science, or a related field.
- Industry certifications such as CompTIA, Microsoft, Cisco, or equivalent.
- Experience supporting small to mid-sized business IT environments.
- Experience working with cloud-based business applications.
- Experience handling escalated technical support tickets.
- Familiarity with IT service management and SLA-driven support environments.
What We Offer
- Competitive compensation in USD based on experience.
- 100% remote work environment.
- Opportunity to work with a growing US-based Managed Service Provider.
- Exposure to a variety of business IT environments and technologies.
- Professional development and career growth opportunities.
- Collaborative and supportive remote work environment.
Work Schedule
Monday–Friday | US Business Hours
This position requires availability during the assigned US business-hour schedule.
How to Apply
Interested candidates are encouraged to submit their application through our official career page.
Please include an updated resume highlighting your relevant IT support and technical experience.
Apply now and join our growing remote technical support team!
