Service Desk Engineer (Remote)

Job Description This is a remote position. What We Do At Outsource Access, we help growing businesses navigate the complex world of IT and cybersecurity. We don’t just fix broken computers—we make sure our clients’ digital environments are proactive, secure, and running at peak performance so they can focus on their own mission without tech-induced headaches. How You’ll Make a Difference Eliminating Technical Roadblocks: You will dive into complex Tier 2 and Tier 3 issues, resolving escalated incidents across Microsoft 365 and network environments to keep business operations seamless. Fortifying Digital Borders: By triaging security threats and managing tools like SentinelOne, you act as the frontline defense against phishing, malware, and unauthorized access. Building the Knowledge Vault: You won't just solve problems; you'll document the "how" and "why" in IT Boost, creating a blueprint that empowers the entire team to work smarter. Mastering the Ecosystem: You will serve as the resident expert for everything from Windows and macOS endpoints to VoIP and surveillance systems, ensuring every piece of hardware and software works in harmony. Requirements Is This You? A Seasoned Problem Solver: You have a proven track record in high-level service desk roles (ideally within an MSP) and possess the grit to stick with a complex technical puzzle until it's solved. The Microsoft Maestro: You move through Microsoft 365, Entra ID, and Exchange Online with ease, treating administration and troubleshooting as second nature. A Clear Communicator: You have the rare ability to translate "tech-speak" into clear, client-facing language, ensuring stakeholders feel supported and informed every step of the way. Tech-Savvy: You are comfortable juggling tools like N-able RMM, ConnectWise, and various network configurations while keeping an eye out for emerging industry trends. Your Home Office: You thrive in a 10 AM - 7 PM EST remote environment, equipped with a reliable BYOD setup and the discipline to manage your 40-hour work week independently. Benefits 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. Your Financial Rewards 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.