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Remote Help Desk Tier 2 Jobs in Michigan (NOW HIRING)

GDI Infotech

Level 2 Service Desk Support

Ann Arbor, MI · Remote

$60K - $65K/yr

This is a remote position. IT Support Engineer II (Remote) - Managed Services (MSP) About the Role We are seeking a highly motivated and customer-focused IT Support Engineer II to join our growing ...

New

Harbor Industries

Enterprise Admin I

Charlevoix, MI · On-site +1

... help desk requests from end users Ability to travel to remote locations, including Harbor ... Two affordable healthcare coverage (Medical, Vision, Dental, RX) plan options, one of which has a ...

ProTouch Staffing

Neurology Physician

Lansing, MI · Remote

$325K - $405K/yr

We utilize Interlard PACS, Power Scribe 360 and Clario; we have outstanding IT infrastructure and 24/7 help desk support. Our remote radiologists are encouraged to participate in virtual section ...

micro1 AI

Senior Counsel - Remote

Sterling Heights, MI · Remote

$140 - $400/hr

In this role, you'll apply your expertise to help train next-generation AI systems. Your work will ... We are seeking candidates with top-tier legal training and exposure to sophisticated, high-stakes ...

micro1 AI

Senior Counsel - Remote

Ann Arbor, MI · Remote

$140 - $400/hr

In this role, you'll apply your expertise to help train next-generation AI systems. Your work will ... We are seeking candidates with top-tier legal training and exposure to sophisticated, high-stakes ...

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Remote Help Desk Tier 2 information

What is the difference between Remote Help Desk Tier 2 vs Remote Support Specialist?

AspectRemote Help Desk Tier 2Remote Support Specialist
CertificationsCompTIA A+, Network+CompTIA A+, Microsoft Certified
Work EnvironmentHelp desk, technical support teamsCustomer support, technical troubleshooting
Industry UsageIT services, tech companiesIT, telecommunications, software firms

Remote Help Desk Tier 2 focuses on resolving escalated technical issues, often requiring deeper technical knowledge and certifications. Remote Support Specialists provide technical assistance to customers, often across various industries. While both roles involve remote troubleshooting, Tier 2 technicians handle more complex problems within IT support teams, whereas Support Specialists may have broader customer service responsibilities.

What is a remote help desk tier 2?

Remote Help Desk Tier 2 technicians are IT professionals who provide advanced technical support to users experiencing issues with hardware, software, or network systems. Unlike Tier 1, which handles basic troubleshooting, Tier 2 technicians address more complex problems that require in-depth knowledge and may involve remote diagnostics or system configuration. They often work with end users via phone, chat, or remote desktop tools, and may escalate issues to Tier 3 if necessary. Their goal is to resolve technical incidents efficiently while ensuring user satisfaction.

What are the key skills and qualifications needed to thrive as a remote help desk tier 2?

To thrive as a Remote Help Desk Tier 2, you need advanced troubleshooting skills, strong knowledge of operating systems, networks, and common enterprise software, typically supported by experience in IT support and relevant certifications like CompTIA A+ or Microsoft certifications. Familiarity with ticketing systems (such as ServiceNow or Jira), remote desktop tools, and diagnostic utilities is essential. Excellent communication, patience, and problem-solving skills help you effectively resolve issues and support end-users remotely. These skills are crucial for ensuring timely issue resolution, minimizing downtime, and maintaining user satisfaction in a distributed work environment.

What are some common challenges faced by remote help desk tier 2 technicians, and how can they be managed effectively?

Remote Help Desk Tier 2 technicians often encounter challenges such as troubleshooting complex technical issues without physical access to devices, managing multiple support tickets simultaneously, and effectively communicating solutions to users with varying technical backgrounds. To manage these challenges, it's important to develop strong problem-solving skills, maintain clear documentation, and leverage remote diagnostic tools. Regular collaboration with Tier 1 and Tier 3 teams also helps ensure efficient resolution of escalated issues and continuous learning.
What are popular job titles related to Remote Help Desk Tier 2 jobs in Michigan? For Remote Help Desk Tier 2 jobs in Michigan, the most frequently searched job titles are:
What job categories do people searching Remote Help Desk Tier 2 jobs in Michigan look for? The top searched job categories for Remote Help Desk Tier 2 jobs in Michigan are:
What cities in Michigan are hiring for Remote Help Desk Tier 2 jobs? Cities in Michigan with the most Remote Help Desk Tier 2 job openings:
Remote Help Desk Tier 2 jobs near you

Level 2 Service Desk Support

GDI Infotech

Ann Arbor, MI • Remote

$60K - $65K/yr

Full-time

Posted yesterday

New

Job description

This is a remote position.

IT Support Engineer II (Remote) – Managed Services (MSP)

About the Role

We are seeking a highly motivated and customer-focused IT Support Engineer II to join our growing team in a fully remote capacity. This role is ideal for a technical professional who thrives in a fast-paced Managed Service Provider (MSP) environment, supporting a diverse client base across multiple industries.

As a Level 2 support engineer, you will act as a key escalation point, responsible for troubleshooting complex technical issues, delivering high-quality support, and ensuring client systems remain secure, stable, and optimized.

Key Responsibilities

  • Provide Level 2 technical support for desktops, servers, networks, and cloud environments
  • Troubleshoot and resolve escalated issues related to Windows OS, Active Directory, Office 365, and networking
  • Support and administer Microsoft 365, Azure, and other cloud-based solutions
  • Diagnose and resolve issues involving VPNs, firewalls, switches, and wireless networks
  • Manage user accounts, permissions, and security policies
  • Perform system maintenance, patching, and updates across client environments
  • Collaborate with Level 1 and Level 3 engineers to ensure timely resolution of incidents
  • Document issues, resolutions, and processes in the ticketing system
  • Participate in onboarding/offboarding of client employees and device provisioning
  • Assist with implementations, upgrades, and infrastructure projects as needed
  • Provide excellent customer service and communicate effectively with technical and non-technical stakeholders

Required Qualifications

  • 3–5+ years of experience in IT support, preferably within an MSP environment
  • Strong knowledge of Windows Server, Active Directory, and Microsoft 365
  • Experience with network troubleshooting (DNS, DHCP, TCP/IP, VPNs)
  • Familiarity with RMM and PSA tools (such as ConnectWise, Autotask, or similar)
  • Experience supporting remote users and distributed environments
  • Ability to manage multiple priorities in a fast-paced, ticket-driven environment
  • Strong documentation and communication skills

Preferred Qualifications

  • Experience with Azure, AWS, or other cloud platforms
  • Certifications such as CompTIA A+, Network+, Security+, or Microsoft certifications
  • Exposure to cybersecurity best practices and tools
  • Previous experience working in a client-facing consulting or MSP role

What We Offer

  • Fully remote work environment
  • Opportunity to work with a wide range of technologies and clients
  • Fast-paced, collaborative team culture
  • Career growth and advancement opportunities
  • Competitive compensation and benefits package