Level 2 Engineer (Human Support)

OSIbeyond • Rockville, MD

9d • $55,000 - $72,000 • Onsite

About The Position

OSIbeyond is seeking a Level 2 (Human Support) Engineer to join their team. This role is central to OSIbeyond's integrated technology platform, OSIbeyond ONE, which combines IT operations, cybersecurity, Microsoft 365, cloud services, automation, AI, and expert support. The platform operates on an 'Automation First. AI Enabled. People Powered.' philosophy. The Level 2 Engineer provides human oversight for automated helpdesk workflows, delivers live technical support when automation is not applicable, and performs system/network administration across diverse client environments. This position is ideal for a technical professional who wants to apply their expertise in a modern, automation-driven service delivery model, demonstrating sound technical judgment, accuracy, accountability, and professionalism in client communication, with an interest in AI and automation advancements.

Requirements

• A minimum of two years of hands-on technical support experience, including system/network administration responsibilities, preferably in a managed services or multi-client environment.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong attention to detail in documentation and audit readiness.
• Microsoft 365 administration (Exchange Online, Entra ID, SharePoint Online).
• Active Directory and identity management.
• DFS and SharePoint Online permission management.
• Networking fundamentals (VPN, DNS, connectivity).
• Remote Desktop and server connectivity troubleshooting.
• Hardware support for workstations, servers, and network equipment.
• Professional telephone and written communication with users of varying technical proficiency.
• Microsoft 365 desktop application troubleshooting.
• Windows endpoint troubleshooting and software installation.
• Remote support tools, including RMM-based and ad hoc remote sessions.
• Workstation provisioning and deployment (Autopilot).
• Ability to execute, verify, and interpret the output of scripted and automated workflows.
• Sound judgment in identifying inaccurate AI-generated data and requests requiring manual handling.
• Proficiency with professional services automation (PSA) and RMM platforms.
• Adherence to documentation standards and standard operating procedures.
• Understanding of least privilege and access control principles.
• Incident response awareness.
• CompTIA A+ certification.
• CompTIA Network+ certification.
• CompTIA Security+ certification.

Nice To Haves

• Demonstrated interest in the application of AI and automation to technology service delivery.
• Microsoft Endpoint Administrator (MD-102) certification.
• Microsoft 365 / Entra ID certifications.

Responsibilities

• Provide oversight and authorization for automated helpdesk/user support workflows.
• Deliver live technical support to end users when automation is not applicable.
• Perform system/network administration support across a diverse portfolio of client environments.
• Review request parameters identified by AI-assisted ticket processing or complete request forms to confirm accuracy prior to authorizing automation workflows.
• Verify the successful completion of automated workflows.
• Identify and correct inaccurate or incomplete request data before changes are applied to client environments.
• Perform tasks manually only by exception and report recurring manual tasks for automation evaluation.
• Participate in the testing and validation of new automation and AI workflows.
• Respond to inbound support calls and serve as the primary point of contact for requests not addressed through automation.
• Complete remote sessions using approved tools and provide guided assistance where remote access is unavailable.
• Install non-standard software not deployed through standard configuration.
• Diagnose and resolve application and workstation issues, including Microsoft 365 desktop applications.
• Provide end-user guidance on Microsoft 365 and standard business applications.
• Perform initial network connectivity troubleshooting.
• Use AI tools to search internal and external resources for diagnosing issues and locating standard operating procedures.
• Identify requests requiring escalation and route them according to established procedures.
• Resolve system/network administration requests and escalations.
• Administer Microsoft 365, Microsoft Entra ID, and Active Directory within the defined scope.
• Provision accounts for executive personnel and special circumstances.
• Administer SharePoint Online permissions and create standard SharePoint sites.
• Execute migration tasks in accordance with documented procedures.
• Troubleshoot server connectivity.
• Perform workstation deployments and provide hardware support.
• Maintain client inventory records and approved client standard operating procedures.
• Support on-site client dispatch.
• Execute documented security incident response procedures.
• Complete assigned tickets and remote sessions in accordance with procedures and SLAs.
• Maintain accurate and complete documentation and ticket records.
• Maintain an orderly, prioritized ticket queue and notify management when workload exceeds capacity.
• Coordinate remote session scheduling and arrange for carrier pickup of client workstations.
• Travel to client sites to provide on-site support as required.
• Participate in the on-call rotation and technical training.
• Complete required security training and maintain awareness of cybersecurity risks.
• Treat company and client data as confidential and follow all applicable security and information protection policies.
• Follow cybersecurity procedures and report any suspected security incidents.

Benefits

• Medical Insurance - OSIbeyond pays 75% of the premium for the Employee's base medical plan
• Vision and Dental Insurance - OSIbeyond pays 75% of the premium for the Employee's plans
• Life Insurance - OSIbeyond pays 100% of the premium for the Employee's plans
• Short Term Disability Insurance - OSIbeyond pays 100% of the premium for the Employee's plans
• 401K - OSIbeyond matches up to 4%
• PTO/Holidays - 9 paid Holidays and accrual based PTO which increases with tenure, new hires start out with 2 weeks.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed