Level 3 Escalation Projects Engineer

OSIbeyond • Rockville, MD

19h • Remote

About The Position

The Level 3 Escalation Projects Engineer is the senior engineering seat in OSIbeyond Technical Services. The role owns complex, high-priority, and urgent escalations beyond the scope of automation and the Level 2 team; delivers client infrastructure projects; maintains client and internal infrastructure; and partners with Automation Engineering to improve workflows and reduce recurring human-handled work. The engineer diagnoses issues to root cause, resolves them within service commitments, and documents outcomes as reusable knowledge, procedures, or automation specifications.

Project work includes solution design, implementation planning, cutovers, post-project validation, and client-facing training. Projects may involve servers, networks, identity, tenant and data migrations, and cloud modernization. The Director of Engineering leads discovery and scoping; the engineer carries the work through delivery, managing schedule, risk, scope, and client communication. Senior engineers may own scoping and delivery, direct peers on complex migrations, and take on greater architecture, automation, and technical leadership responsibilities. Scope and compensation grow with demonstrated expertise and impact.

The role also contributes to OSIbeyond’s internal infrastructure and scheduled maintenance, mentors Level 2 engineers, reviews peer work, and participates in an escalation on-call rotation. OSIbeyond-approved AI assistants are used to support diagnostics, scripting, planning, and documentation, with all outputs verified. The position is remote from the United States and requires working EST hours.

Requirements

• At least four years of progressive experience in systems engineering, infrastructure administration, or escalation support; the most senior engineers in the position typically have seven or more years.
• Demonstrated ownership of complex, multi-layer escalations and client-impacting incidents through root cause and resolution.
• Hands-on delivery of infrastructure projects such as server deployments, firewall implementations, identity architecture, or tenant and data migrations; end-to-end project scoping and leadership expected at the senior end of the position.
• Expert administration of Microsoft 365 and Entra ID, including Exchange Online, SharePoint Online, Teams, conditional access, identity federation, single sign-on, and audit logging.
• Strong Windows Server, Active Directory, Group Policy, DNS, DHCP, and NTFS and DFS permission design skills; working knowledge of hybrid identity synchronization.
• Virtualization and storage administration experience with Hyper-V or VMware, and backup and business continuity platforms.
• Firewall, switching, wireless, VPN, and routing configuration and troubleshooting skills, with a solid grounding in TCP/IP, DNS, and network security.
• Microsoft Azure and Intune administration experience, including virtual machines, networking, device management, and compliance policies.
• Email security and spam filter administration experience, and security incident response coordination with a SOC.
• Ability to create implementation plans and cutover schedules, manage risk and stakeholder communication, and close projects with validation and training.
• Ability to write detailed, unambiguous technical directions peers can execute without supervision.
• Proficiency in PowerShell and Microsoft Graph; working knowledge of KQL or comparable query languages.
• Ability to decompose resolved escalations or repeatable project tasks into automation decision logic, parameters, and guardrails.
• Experience validating or troubleshooting automation and orchestration platform output, RMM scripting, or infrastructure-as-code.
• Effective and verified use of AI assistants for diagnostics, scripting, planning, and documentation.
• Composed, authoritative communication with client stakeholders and leadership during high-impact incidents and project cutovers.
• Disciplined documentation and ticket hygiene, clear technical writing, and ability to train technical and non-technical audiences.
• Demonstrated ability to mentor, direct, and develop less experienced engineers.
• Self-management suited to a remote, escalation- and project-driven role with on-call responsibilities.
• Microsoft MS-102: Microsoft 365 Administrator and Microsoft AZ-104: Microsoft Azure Administrator certifications, or attainment within the first six months.
• Must be willing to work EST hours.

Nice To Haves

• Managed service provider experience is strongly preferred.
• Experience supporting clients subject to CMMC, NIST SP 800-171, or similar regulatory frameworks.
• Prior contribution to automation development, detection engineering, or platform standardization in an MSP environment.
• Formal project management training or certification such as CompTIA Project+, PMP, or equivalent.
• Experience with Azure landing zones, infrastructure-as-code, or zero trust network architecture.
• Preferred certifications: Microsoft SC-300, Microsoft MD-102, CompTIA Security+, CompTIA Network+, a vendor firewall certification such as Fortinet NSE or Palo Alto PCNSA, CompTIA Project+, or PMP.

Responsibilities

• Own and resolve complex, high-priority, urgent, and automation-exception escalations within service level commitments.
• Perform root cause analysis across identity, endpoint, server, network, cloud, and application layers, correcting underlying causes rather than symptoms.
• Investigate failed or unexpected automation outcomes, restore affected environments, document failure modes, and work with Automation Engineering to harden workflows.
• Lead technical responses to client-impacting outages and coordinate with the Security Operations Center on security incidents according to incident response procedures.
• Communicate incident status and expectations professionally to client stakeholders, including leadership.
• Recognize when vendor, Automation Engineering, or Director of Engineering involvement is needed and escalate promptly.
• Participate in the support desk phone queue when Level 1 and Level 2 engineers are on calls.
• Deliver client technology projects from kickoff through closeout, managing schedule, risk, scope, and stakeholder communication.
• Design, deploy, and maintain physical and virtual servers, storage, and backup and continuity platforms.
• Configure and maintain firewalls, switching, wireless, VPN, and secure remote access in accordance with security standards.
• Administer and architect Microsoft 365, Entra ID, Intune, and Azure environments, including identity, collaboration, governance, and hybrid identity capabilities.
• Plan and execute tenant, mail, file, and server migrations, including discovery, cutover planning, execution, and post-migration validation.
• Prepare detailed, step-by-step implementation directions peers can execute reliably.
• Deliver client-facing training and knowledge transfer for completed projects.
• Complete internal projects and scheduled maintenance for OSIbeyond infrastructure and operations, applying firmware, patches, and configuration changes under appropriate change control.
• Contribute to system and network architecture designs, hardware and licensing recommendations, and client technology roadmaps.
• Analyze escalation, ticket, and project patterns to identify automation opportunities and write clear, testable workflow specifications.
• Convert resolved escalations and repeatable project tasks into automation-ready procedures, decision logic, and knowledge base content.
• Review automation exception logs, tune thresholds and guardrails, and recommend self-healing or preventive detection for recurring failures.
• Develop and maintain PowerShell, Microsoft Graph, and KQL scripts and queries to extend automation, standardize projects, and accelerate investigations.
• Use OSIbeyond-approved AI assistants for diagnostics, ticket searches, scripting, project planning, and documentation, verifying outputs before use.
• Provide technical direction to peers on project tasks and review their work for quality and completeness.
• Mentor Level 2 engineers through escalation walkthroughs, shadowing, and structured feedback.
• Peer-review complex changes, migration plans, and client-facing technical documentation.
• Maintain accurate and actionable technical knowledge base content, procedures, and client environment documentation.
• Participate in the escalation on-call rotation and serve as senior technical contact during assigned periods.
• Contribute to technical training, engineering standards, and continuous improvement initiatives.
• Provide high-quality written and verbal customer service, meet performance indicators, and promptly notify the Director of Engineering of risks to KPIs or milestones.
• Accurately document work in ticketing and project systems so a peer can resume it without additional context.
• Set up and support physical hardware using local OSIbeyond “smart hands” engineers.
• Support peers and contribute to a collaborative, accountable team culture; perform other assigned duties.
• Complete cybersecurity training, protect client and company data, follow security policies and incident response procedures, and implement infrastructure according to security baselines and applicable compliance requirements.
• Assist with escorting or monitoring visitors when working onsite.

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 premiums for the employee’s plans.
• Life insurance; OSIbeyond pays 100% of the premiums.
• Short-term disability insurance; OSIbeyond pays 100% of the premiums.
• 401(k) with company matching up to 4%.
• Nine paid holidays.
• Accrual-based PTO that increases with tenure; new hires start with two weeks.

What This Job Offers

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