Level 3 Escalation Projects Engineer

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

📋 Description

• Take ownership of and resolve intricate, high-priority escalations from the Level 2 team or automation exceptions while adhering to service level commitments.

• Conduct structured root cause analyses across identity, endpoint, server, network, cloud, and application layers.

• Diagnose failed or unexpected automation results, restore affected environments, and document failure modes for Automation Engineering.

• Lead technical responses during client-impacting outages and collaborate with the Security Operations Center on security incidents.

• Maintain communication with client stakeholders and leadership throughout significant incidents.

• Identify when vendor engagement, Automation Engineering, or the Director of Engineering is necessary.

• Participate in the support desk phone queue when Level 1 and Level 2 engineers are engaged in calls.

• Scope, design, implement, and close client technology projects from the planning phase through validation and training.

• Design, deploy, and maintain both physical and virtual servers, storage, backup, and business continuity platforms.

• Configure and manage firewalls, switching, wireless, VPN, and secure remote access solutions.

• Administer and architect Microsoft 365, Entra ID, Intune, and Azure environments.

• Plan and execute tenant, mail, file, and server migrations, including cutover and post-migration validation.

• Complete internal infrastructure projects and scheduled maintenance under change control.

• Contribute to system and network architecture designs, hardware and licensing recommendations, and technology roadmaps.

• Analyze escalation, ticket, and project patterns to uncover automation opportunities.

• Author automation specifications, standard operating procedures, decision logic, knowledge base content, and self-healing recommendations.

• Develop and maintain PowerShell, Microsoft Graph, and KQL scripts and queries.

• Utilize approved AI assistants for diagnostics, scripting, planning, and documentation while verifying outputs.

• Provide technical guidance, mentorship, peer reviews, and escalation walk-throughs.

• Maintain technical knowledge bases, procedures, and documentation for client environments.

• Participate in the escalation on-call rotation as the senior technical point of contact.

• Contribute to technical training, engineering standards, and continuous improvement initiatives.

• Track work accurately, support physical hardware through local smart-hands engineers, and meet key performance indicators.

⛳️ Requirements

• A minimum of four years of progressive experience in systems engineering, infrastructure administration, or escalation support; the most senior engineers generally have seven or more years.

• Experience in a managed service provider environment is highly preferred.

• Proven track record of handling complex, multi-layer escalations and client-impacting incidents through root cause analysis and resolution.

• Hands-on experience in delivering infrastructure projects, including server deployments, firewall implementations, identity architecture, or tenant and data migrations.

• Expected at the senior level, experience in scoping and leading infrastructure projects from start to finish.

• Expert-level administration of Microsoft 365 and Entra ID, encompassing Exchange Online, SharePoint Online, Teams, conditional access, identity federation and single sign-on, and audit logging.

• Strong knowledge of Windows Server, Active Directory, Group Policy, DNS, DHCP, NTFS and DFS permission design; familiarity with hybrid identity synchronization.

• Experience in virtualization and storage management using Hyper-V or VMware, as well as backup and business continuity solutions.

• Proficient in configuring and troubleshooting firewalls, switching, wireless, VPN, and routing; solid grounding in TCP/IP, DNS, and network security.

• Administration experience with Microsoft Azure and Intune, including virtual machines, networking, device management, and compliance policies.

• Familiarity with email security and spam filter administration, as well as security incident response in coordination with a SOC.

• Ability to create project implementation plans and cutover schedules, manage risks and stakeholder communications, and complete projects with validation and training.

• Capability to write detailed, clear technical instructions that peers can execute without supervision.

• Proficiency in PowerShell and Microsoft Graph; working knowledge of KQL or similar query languages.

• Ability to break down resolved escalations or repeatable project tasks into decision logic, parameters, and guardrails suitable for automation.

• Experience in validating or troubleshooting automation and orchestration platforms, RMM scripting, or infrastructure-as-code.

• Effective and verified use of AI assistants for diagnostics, scripting, planning, and documentation.

• Composed and authoritative communication with client stakeholders and leadership during high-impact incidents and project cutovers.

• Disciplined documentation practices and ticket management; clear technical writing and training delivery for both technical and non-technical audiences.

• Ability to mentor, guide, and enhance the skills of less experienced engineers.

• Self-management suited to a remote, escalation- and project-driven role with on-call responsibilities.

• Microsoft MS-102 certification is required, or must be obtained within the first six months.

• Microsoft AZ-104 certification is required, or must be obtained within the first six months.

• Familiarity with supporting CMMC, NIST SP 800-171, or similar regulatory frameworks is desirable.

• Formal project management training or certification is a plus.

• Experience with Azure landing zones, infrastructure-as-code, or zero trust network architecture is advantageous.

🏝️ 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 covers 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 plan with employer matching up to 4%.

• 9 paid holidays.

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

• Remote work opportunities available from within the United States.

• Participation in an on-call rotation.

• Opportunities for professional development through technical training, mentorship, peer review, and certification.