Level 2 Engineer, Human Support

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver exceptional technical support to OSIbeyond clients through helpdesk/user support and system/network management.

• Assess AI-assisted request parameters, ensure their accuracy, authorize automated processes, and confirm task completion.

• Manually handle non-automated or regulatory-compliance-related requests.

• Recognize recurring manual tasks and propose them for automation assessment.

• Test and validate new automation and AI workflows prior to their deployment.

• Address incoming support calls and manage live support requests until resolution.

• Conduct scheduled remote sessions utilizing approved RMM tools and perform ad hoc remote support.

• Install non-standard software and troubleshoot issues related to applications, workstations, Microsoft 365, networks, VPNs, wireless connections, and home internet.

• Offer guidance to end-users on Microsoft 365 and common business applications.

• Utilize Claude AI to search for SOPs and documentation.

• Identify and escalate requests in accordance with established protocols.

• Manage Microsoft 365, Microsoft Entra ID, Active Directory, SharePoint Online permissions, and standard SharePoint sites.

• Provision accounts for executives, special circumstances, and regulated clients.

• Execute documented migrations and troubleshoot server connectivity issues and outages.

• Assist with remote workstation deployments, coordinate hardware replacements, and validate post-deployment setups.

• Maintain client inventory records and standard operating procedures.

• Provide remote diagnostics, handoff documentation, and coordination for on-site service dispatches.

• Execute established security incident response procedures.

• Complete tickets and remote sessions following SOPs and SLAs.

• Keep precise documentation, ticket records, and prioritized queues.

• Organize remote session scheduling and carrier pickups for client workstations.

• Engage in an on-call rotation and technical training sessions.

• Ensure availability during scheduled Eastern Time support hours and safeguard company/client information while working remotely.

⛳️ Requirements

• At least two years of hands-on technical support experience, including system/network administration tasks, ideally in a managed services or multi-client setting.

• Capability to handle multiple priorities in a dynamic environment.

• Strong attention to detail in documentation and readiness for audits.

• Ability to work independently and maintain productivity without direct supervision.

• Must reside in a U.S. state where OSIbeyond employs remote staff.

• Required to work core support hours in Eastern Time.

• Must have a dedicated, private workspace with dependable high-speed internet that meets OSIbeyond's remote work policy.

• Experience in Microsoft 365 administration, including Exchange Online, Entra ID, and SharePoint Online.

• Knowledge of Active Directory and identity management.

• Proficiency in managing DFS and SharePoint Online permissions.

• Understanding of basic networking principles, including VPNs, DNS, and connectivity.

• Skills in troubleshooting Remote Desktop and server connectivity issues.

• Ability to guide on-site personnel through basic hardware tasks from a remote location.

• Professional communication skills for telephone, video, and written interactions with users of varying technical abilities.

• Expertise in troubleshooting Microsoft 365 desktop applications.

• Skills in Windows endpoint troubleshooting and software installation.

• Familiarity with remote support tools, including RMM-based and ad hoc remote sessions.

• Experience in workstation provisioning and deployment using Autopilot.

• Ability to execute, verify, and interpret outputs from scripted and automated workflows.

• Sound judgment in recognizing inaccurate AI-generated data and requests needing manual handling.

• Proficient in using PSA and RMM platforms.

• Commitment to adhering to documentation standards and SOPs.

• Understanding of least privilege and access control principles.

• Awareness of incident response procedures.

• Required certifications include CompTIA A+, CompTIA Network+, and CompTIA Security+.

• Proficiency in using Claude and other AI applications.

• Preferred interest in AI and automation within technology service delivery.

• Preferred previous experience in a fully remote technical support position.

🏝️ Benefits

• OSIbeyond covers 75% of the premium for the Employee's base medical plan.

• OSIbeyond pays 75% of the premium for the Employee's vision and dental plans.

• OSIbeyond provides 100% of the premium for the Employee's life insurance plans.

• OSIbeyond pays 100% of the premium for the Employee's short-term disability insurance plans.

• 401K matching up to 4%.

• 9 paid holidays.

• Accrual-based PTO that increases with tenure; new hires start with 2 weeks.

• Fully remote work opportunities.

• Occasional travel to the Rockville, MD headquarters for onboarding, training, or team meetings as necessary.

• Opportunities for participation in technical training.

• On-call rotation participation.