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

📌 Tier II Service Desk Engineer – Remote (Monterrey)
🏢 GSD Staffing
📍 Monterrey