Level 3 Escalation Projects Engineer - Remote

OSIbeyond • Rockville, MD

1d • Remote

About The Position

The Level 3 Escalation Projects Engineer is the senior engineering role in Technical Services, responsible for complex escalations, client infrastructure projects, OSIbeyond’s internal infrastructure, and collaboration with Automation Engineering. The engineer diagnoses difficult issues spanning identity, endpoint, server, network, cloud, and application layers, works toward root cause, and documents resolutions so they can become reusable knowledge, procedures, or automation. The role also investigates failed automation outcomes and helps improve workflows to prevent repeat issues.

The engineer delivers client technology projects from implementation through closeout, including solution design, detailed plans, cutovers, validation, and client-facing training. Work includes deployments and maintenance across on-premises, Microsoft 365, and Azure environments, as well as migrations and cloud modernization. The Director of Engineering leads discovery and scoping; the engineer takes projects forward through delivery. Senior-level engineers may own more scoping and delivery, architecture, peer direction, and automation design, with scope and compensation increasing according to expertise and impact.

The role uses OSIbeyond-approved AI assistants for diagnostics, scripting, planning, and documentation, while requiring verification of all AI-assisted output. It also includes mentoring and peer review, participation in the escalation on-call rotation, and maintaining accurate technical and client documentation. The position is remote from the United States, with a requirement to work EST hours.

Requirements

• Four or more years of progressive experience in systems engineering, infrastructure administration, or escalation support; engineers at the most senior end 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.
• 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, NTFS and DFS permission design skills; working knowledge of hybrid identity synchronization.
• Virtualization and storage administration using Hyper-V or VMware, and experience with backup and business continuity platforms.
• Firewall, switching, wireless, VPN, and routing configuration and troubleshooting, with a solid grounding in TCP/IP, DNS, and network security.
• Microsoft Azure and Intune administration, including virtual machines, networking, device management, and compliance policies.
• Email security and spam-filter administration, and security incident response in coordination with a SOC.
• Ability to prepare project implementation plans and cutover schedules, manage risk and stakeholder communication, and complete validation and training.
• Ability to write detailed, unambiguous technical directions that peers can execute without supervision.
• Proficiency in PowerShell and Microsoft Graph; working knowledge of KQL or comparable query languages.
• Ability to decompose escalations or repeatable project tasks into decision logic, parameters, and guardrails suitable for automation.
• Experience validating or troubleshooting automation and orchestration platforms such as Tines or comparable tools, 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 engineers and non-technical audiences.
• Demonstrated ability to mentor, direct, and develop less experienced engineers.
• Self-management suitable for a remote, escalation- and project-driven role with on-call responsibilities.
• Required Microsoft MS-102 and AZ-104 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 structured root-cause analysis across identity, endpoint, server, network, cloud, and application layers, correcting underlying conditions rather than symptoms.
• Diagnose failed or unexpected automation outcomes, restore affected environments, and document failure modes for Automation Engineering.
• Lead technical responses to client-impacting outages and coordinate with the Security Operations Center on security incidents in accordance with incident response procedures.
• Communicate status and expectations professionally to client stakeholders, including leadership, during high-impact incidents.
• Recognize when vendor engagement, Automation Engineering, or the Director of Engineering is needed and escalate promptly.
• Participate in the support desk phone queue when Level 1 and Level 2 engineers are in calls.
• Deliver client technology projects from kickoff through closeout, managing schedule, risk, and stakeholder communication.
• Design, deploy, and maintain physical and virtual servers, storage, backup, and continuity platforms.
• Configure and maintain firewalls, switching, wireless, VPN, and secure remote access according to OSIbeyond security standards.
• Administer and architect Microsoft 365, Entra ID, Intune, and Azure environments, including identity, access, collaboration, and hybrid identity capabilities.
• Plan and execute tenant, mail, file, and server migrations, including discovery, cutover planning, execution, post-migration validation, and detailed peer-executable directions.
• Plan and deliver client-facing technology training and knowledge transfer for completed projects.
• Complete internal infrastructure projects and scheduled maintenance, including firmware, patching, and configuration changes under appropriate change control.
• Contribute to 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 resolutions 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 detections for recurring failures.
• Develop and maintain PowerShell, Microsoft Graph, and KQL scripts and queries to extend automation, standardize project execution, and accelerate investigations.
• Use OSIbeyond-approved AI assistants for diagnostics, ticket-history searches, scripting, planning, and documentation, verifying outputs before use or delivery.
• Provide technical direction to peers assigned to 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 and improve technical knowledge bases, standard operating 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 key performance indicators, and notify the Director of Engineering promptly when workload or circumstances put a KPI or milestone at risk.
• Accurately record work in ticketing and project systems with enough detail for a peer to resume it.
• Set up and support physical hardware using local OSIbeyond “smart hands” engineers.
• Support peers and contribute to a collaborative, accountable team culture; perform other duties as assigned.
• Complete cybersecurity training, protect sensitive client and company data, follow OSIbeyond security policies and incident procedures, and design and implement infrastructure according to security baselines and applicable requirements including CMMC and NIST SP 800-171.
• 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 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.
• 401(k) match of up to 4%.
• Nine paid holidays.
• Accrual-based paid time off that increases with tenure; new hires start with two weeks.

What This Job Offers

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