Level 2 Engineer (Human Support) - Remote
TypeFull-time job
LocationUnited States
Posted1 hour ago
Since 2004, OSIbeyond has provided managed technology and cybersecurity services to commercial organizations, nonprofits, associations, and government contractors, guided by a founding principle that outstanding technical expertise must be matched by an exceptional client experience. That commitment is delivered today through OSIbeyond ONE, an integrated technology platform that unifies IT operations, cybersecurity, Microsoft 365, cloud services, automation, artificial intelligence, and expert support within a single, continuously managed operating environment. The platform is founded on a defined operating philosophy: Automation First. AI Enabled. People Powered.
Within OSIbeyond ONE, routine technology requests are increasingly fulfilled through intelligent monitoring, AI-assisted ticket processing, and automated service workflows, and OSIbeyond continuously invests in expanding these capabilities. The Level 2 (Human Support – Remote) Engineer represents the human expertise at the center of this model. The position provides oversight and authorization for automated helpdesk/user support workflows, delivers live technical support to end users when automation is not applicable, and performs system/network administration support across a diverse portfolio of client environments.
This position is intended for an accomplished technical professional who seeks to apply their expertise within a modern, automation-driven service delivery model. The successful candidate will demonstrate sound technical judgment, a commitment to accuracy and accountability, professionalism in client communication, and an interest in the continued advancement of AI and automation in managed technology services.
About the Role:
The Level 2 (Human Support – Remote) Engineer is responsible for the delivery of high-quality technical support to OSIbeyond clients across two service domains: helpdesk/user support and system/network administration support. This is a fully remote position: all support is delivered by telephone, video, and remote session, and work requiring physical presence at a client site or OSIbeyond headquarters is handed off to office-based Level 2 (Human Support) or Level 2 (Onsite Augmentation) staff.
Within helpdesk/user support, approximately 90% of requests are fulfilled through automated workflows. Certain requests received by phone are fulfilled by completing a request form that initiates the corresponding automation. For these requests, the Level 2 (Human Support – Remote) Engineer serves as the point of human validation, reviewing the request parameters identified by the AI-assisted ticketing process, confirming their accuracy, authorizing execution of the automated workflow, and verifying the outcome. Clients subject to regulatory compliance requirements are excluded from automated fulfillment; requests for these clients are completed manually. The remaining requests, approximately 10%, require direct engagement with the end user. For these, the Level 2 (Human Support – Remote) Engineer provides live telephone, video, and remote-session support, taking ownership of the request from initial contact through resolution. Although live support represents roughly 10% of helpdesk request volume, it accounts for approximately 80% of the Level 2 (Human Support – Remote) Engineer's workday.
Within system/network administration support, the Level 2 (Human Support – Remote) Engineer resolves administrative requests and escalations involving identity, Microsoft 365, server, and network environments, operating within established procedures and escalating to senior engineering staff where appropriate. These advanced tasks will be completed through the use of various tools and Standard Operating Procedure documents.
As OSIbeyond continues to engineer additional automation and AI capabilities into the OSIbeyond ONE platform, the scope of helpdesk/user support work fulfilled through automation is expected to expand. The Level 2 (Human Support – Remote) Engineer contributes to this progression by identifying recurring manual work suitable for automation, coordinating with automation engineers, and validating new workflows prior to and following release.
Performance in this role is measured by client satisfaction, adherence to service level agreements, the accuracy and timeliness of automated workflow execution, first-contact resolution of live support requests, and the quality and completeness of documentation.
ESSENTIAL DUTIES:
Helpdesk/User Support – Automated Workflow Oversight for Non-Regulated Clients (approximately 90% of helpdesk requests)
Review request parameters identified by AI-assisted ticket processing, or complete the associated request form, and confirm accuracy prior to execution
Authorize and initiate approved automation workflows and verify successful completion
Identify and correct inaccurate or incomplete request data before changes are applied to client environments
Request categories fulfilled through automation include:
License assignment
BitLocker recovery key retrieval
Local Administrator Password Solution (LAPS) credential retrieval
Multi-factor authentication reset
Microsoft 365 password reset
Shared mailbox permission management
Distribution list creation, modification, and removal
Automatic reply (Out of Office) configuration
Calendar permission management
User onboarding and offboarding
Workstation setup
Perform these tasks manually only by exception, and report request types that recur outside the scope of existing automation
Identify recurring manual tasks and submit them to the Automation Engineer for automation evaluation
Participate in the testing and validation of new automation and AI workflows prior to release to the support team
Helpdesk/User Support – Live Technical Support (approximately 10% of helpdesk requests)
Respond to inbound support calls from client personnel and serve as the primary point of contact for requests not addressed through automation
Complete remote sessions automatically scheduled to their calendar by the scheduling automation tool when a client submits a request requiring a remote session
Deliver remote support using approved tools, including RMM-based and ad hoc remote sessions, and provide guided assistance where remote access is unavailable
Install non-standard software not deployed through the standard Autopilot configuration
Diagnose and resolve application and workstation issues, including Microsoft 365 desktop applications
Provide end-user guidance and instruction on Microsoft 365 and standard business applications
Perform initial network connectivity troubleshooting, including workstation connectivity, wireless, VPN, and home internet service issues
Use Claude AI to search the internal document management system (DMS) and external resources when diagnosing issues and locating standard operating procedures
Identify requests requiring escalation and route them in accordance with established procedures
System/Network Administration Support
Resolve system/network administration requests and escalations across client environments
Administer Microsoft 365, Microsoft Entra ID, and Active Directory within the defined scope of the role
Provision accounts for executive personnel, special circumstances outside the scope of standard onboarding automation, and clients subject to regulatory compliance requirements
Administer SharePoint Online permissions, and create standard SharePoint sites, with appropriate oversight
Execute migration tasks in accordance with documented procedures provided by senior engineering staff
Troubleshoot server connectivity, including Remote Desktop access, approved vendor remote sessions, and reported outage review
Support large-scale and executive workstation deployments through remote provisioning, configuration, and post-deployment validation, and coordinate hardware replacement and other physical work with on-site staff
Maintain client inventory records and approved client standard operating procedures
Provide remote diagnosis and complete handoff documentation when a request requires on-site dispatch, and coordinate with on-site staff through resolution
Execute documented security incident response procedures
General Responsibilities
Complete assigned tickets and remote sessions in accordance with standard operating procedures and applicable service level agreements
Maintain accurate, complete documentation and ticket records for all work performed
Maintain an orderly, prioritized ticket queue and notify the VP of Technical Services when workload exceeds capacity
Coordinate remote session scheduling through the ticketing system and arrange carrier pickup of client workstations as required
Participate in the on-call rotation and technical training
Maintain availability during scheduled support hours (Eastern Time) from a dedicated, private workspace with reliable high-speed internet suitable for client phone and video calls
Work only from company-managed equipment and approved network connections, and secure equipment and client information in the remote work environment in accordance with OSIbeyond remote work and information security policies
SUCCESS METRICS:
Client satisfaction across automated and live support interactions
Key Performance Indicator adherence and ticket quality
Accuracy of automated workflow execution
Call responsiveness and first-contact resolution rate for live support requests
Average resolution time for helpdesk/user support and system/network administration requests
Utilization of internal tools to locate proper SOPs and documentation independently
Documentation completeness and quality
Recurring manual tasks identified and submitted for automation evaluation
SECURITY RESPONSIBILITIES:
Complete required training and maintain awareness of cybersecurity risks including insider threats and handling of regulated data.
Treat company and client data as confidential and follow all applicable security and information protection policies.
Follow cybersecurity procedures outlined in company policies and the employee handbook.
Immediately report and follow incident response procedures for any suspected security incidents.
This position follows established policies and procedures to keep confidential information secure.
QUALIFICATIONS:
System/Network Administration Skills
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
Ability to guide on-site personnel through basic hardware tasks remotely (cabling, peripheral replacement, power cycling)
Helpdesk/User Support Skills
Professional telephone, video, 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)
Automation & Operational Skills
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
Required Qualifications
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
Demonstrated ability to work independently and remain productive without in-person supervision
Preferred Qualifications
Demonstrated interest in the application of AI and automation to technology service delivery
Prior experience in a fully remote technical support role
Working Conditions
Fully remote position; must reside in a U.S. state in which OSIbeyond employs remote staff and work core support hours in Eastern Time
Dedicated, private workspace with reliable high-speed internet that meets OSIbeyond remote work policy requirements
Occasional travel to Rockville, MD headquarters for onboarding, training, or team meetings as required
KNOWLEDGE & CERTIFICATIONS:
Tooling Environment
Microsoft 365
NinjaRMM
Autotask PSA
AI-assisted ticket processing and automation frameworks
Proficiency with Claude and other AI applications
Required Certifications
CompTIA A+
CompTIA Network+
CompTIA Security+
Preferred Certifications
Microsoft Endpoint Administrator (MD-102)
Microsoft 365 / Entra ID certifications
Position:
Location – Remote from the United States, must be willing to work EST hours
Employment Type - Full time
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.
Salary: Based on ExperienceOriginally posted on Himalayas
Within OSIbeyond ONE, routine technology requests are increasingly fulfilled through intelligent monitoring, AI-assisted ticket processing, and automated service workflows, and OSIbeyond continuously invests in expanding these capabilities. The Level 2 (Human Support – Remote) Engineer represents the human expertise at the center of this model. The position provides oversight and authorization for automated helpdesk/user support workflows, delivers live technical support to end users when automation is not applicable, and performs system/network administration support across a diverse portfolio of client environments.
This position is intended for an accomplished technical professional who seeks to apply their expertise within a modern, automation-driven service delivery model. The successful candidate will demonstrate sound technical judgment, a commitment to accuracy and accountability, professionalism in client communication, and an interest in the continued advancement of AI and automation in managed technology services.
About the Role:
The Level 2 (Human Support – Remote) Engineer is responsible for the delivery of high-quality technical support to OSIbeyond clients across two service domains: helpdesk/user support and system/network administration support. This is a fully remote position: all support is delivered by telephone, video, and remote session, and work requiring physical presence at a client site or OSIbeyond headquarters is handed off to office-based Level 2 (Human Support) or Level 2 (Onsite Augmentation) staff.
Within helpdesk/user support, approximately 90% of requests are fulfilled through automated workflows. Certain requests received by phone are fulfilled by completing a request form that initiates the corresponding automation. For these requests, the Level 2 (Human Support – Remote) Engineer serves as the point of human validation, reviewing the request parameters identified by the AI-assisted ticketing process, confirming their accuracy, authorizing execution of the automated workflow, and verifying the outcome. Clients subject to regulatory compliance requirements are excluded from automated fulfillment; requests for these clients are completed manually. The remaining requests, approximately 10%, require direct engagement with the end user. For these, the Level 2 (Human Support – Remote) Engineer provides live telephone, video, and remote-session support, taking ownership of the request from initial contact through resolution. Although live support represents roughly 10% of helpdesk request volume, it accounts for approximately 80% of the Level 2 (Human Support – Remote) Engineer's workday.
Within system/network administration support, the Level 2 (Human Support – Remote) Engineer resolves administrative requests and escalations involving identity, Microsoft 365, server, and network environments, operating within established procedures and escalating to senior engineering staff where appropriate. These advanced tasks will be completed through the use of various tools and Standard Operating Procedure documents.
As OSIbeyond continues to engineer additional automation and AI capabilities into the OSIbeyond ONE platform, the scope of helpdesk/user support work fulfilled through automation is expected to expand. The Level 2 (Human Support – Remote) Engineer contributes to this progression by identifying recurring manual work suitable for automation, coordinating with automation engineers, and validating new workflows prior to and following release.
Performance in this role is measured by client satisfaction, adherence to service level agreements, the accuracy and timeliness of automated workflow execution, first-contact resolution of live support requests, and the quality and completeness of documentation.
ESSENTIAL DUTIES:
Helpdesk/User Support – Automated Workflow Oversight for Non-Regulated Clients (approximately 90% of helpdesk requests)
Review request parameters identified by AI-assisted ticket processing, or complete the associated request form, and confirm accuracy prior to execution
Authorize and initiate approved automation workflows and verify successful completion
Identify and correct inaccurate or incomplete request data before changes are applied to client environments
Request categories fulfilled through automation include:
License assignment
BitLocker recovery key retrieval
Local Administrator Password Solution (LAPS) credential retrieval
Multi-factor authentication reset
Microsoft 365 password reset
Shared mailbox permission management
Distribution list creation, modification, and removal
Automatic reply (Out of Office) configuration
Calendar permission management
User onboarding and offboarding
Workstation setup
Perform these tasks manually only by exception, and report request types that recur outside the scope of existing automation
Identify recurring manual tasks and submit them to the Automation Engineer for automation evaluation
Participate in the testing and validation of new automation and AI workflows prior to release to the support team
Helpdesk/User Support – Live Technical Support (approximately 10% of helpdesk requests)
Respond to inbound support calls from client personnel and serve as the primary point of contact for requests not addressed through automation
Complete remote sessions automatically scheduled to their calendar by the scheduling automation tool when a client submits a request requiring a remote session
Deliver remote support using approved tools, including RMM-based and ad hoc remote sessions, and provide guided assistance where remote access is unavailable
Install non-standard software not deployed through the standard Autopilot configuration
Diagnose and resolve application and workstation issues, including Microsoft 365 desktop applications
Provide end-user guidance and instruction on Microsoft 365 and standard business applications
Perform initial network connectivity troubleshooting, including workstation connectivity, wireless, VPN, and home internet service issues
Use Claude AI to search the internal document management system (DMS) and external resources when diagnosing issues and locating standard operating procedures
Identify requests requiring escalation and route them in accordance with established procedures
System/Network Administration Support
Resolve system/network administration requests and escalations across client environments
Administer Microsoft 365, Microsoft Entra ID, and Active Directory within the defined scope of the role
Provision accounts for executive personnel, special circumstances outside the scope of standard onboarding automation, and clients subject to regulatory compliance requirements
Administer SharePoint Online permissions, and create standard SharePoint sites, with appropriate oversight
Execute migration tasks in accordance with documented procedures provided by senior engineering staff
Troubleshoot server connectivity, including Remote Desktop access, approved vendor remote sessions, and reported outage review
Support large-scale and executive workstation deployments through remote provisioning, configuration, and post-deployment validation, and coordinate hardware replacement and other physical work with on-site staff
Maintain client inventory records and approved client standard operating procedures
Provide remote diagnosis and complete handoff documentation when a request requires on-site dispatch, and coordinate with on-site staff through resolution
Execute documented security incident response procedures
General Responsibilities
Complete assigned tickets and remote sessions in accordance with standard operating procedures and applicable service level agreements
Maintain accurate, complete documentation and ticket records for all work performed
Maintain an orderly, prioritized ticket queue and notify the VP of Technical Services when workload exceeds capacity
Coordinate remote session scheduling through the ticketing system and arrange carrier pickup of client workstations as required
Participate in the on-call rotation and technical training
Maintain availability during scheduled support hours (Eastern Time) from a dedicated, private workspace with reliable high-speed internet suitable for client phone and video calls
Work only from company-managed equipment and approved network connections, and secure equipment and client information in the remote work environment in accordance with OSIbeyond remote work and information security policies
SUCCESS METRICS:
Client satisfaction across automated and live support interactions
Key Performance Indicator adherence and ticket quality
Accuracy of automated workflow execution
Call responsiveness and first-contact resolution rate for live support requests
Average resolution time for helpdesk/user support and system/network administration requests
Utilization of internal tools to locate proper SOPs and documentation independently
Documentation completeness and quality
Recurring manual tasks identified and submitted for automation evaluation
SECURITY RESPONSIBILITIES:
Complete required training and maintain awareness of cybersecurity risks including insider threats and handling of regulated data.
Treat company and client data as confidential and follow all applicable security and information protection policies.
Follow cybersecurity procedures outlined in company policies and the employee handbook.
Immediately report and follow incident response procedures for any suspected security incidents.
This position follows established policies and procedures to keep confidential information secure.
QUALIFICATIONS:
System/Network Administration Skills
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
Ability to guide on-site personnel through basic hardware tasks remotely (cabling, peripheral replacement, power cycling)
Helpdesk/User Support Skills
Professional telephone, video, 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)
Automation & Operational Skills
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
Required Qualifications
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
Demonstrated ability to work independently and remain productive without in-person supervision
Preferred Qualifications
Demonstrated interest in the application of AI and automation to technology service delivery
Prior experience in a fully remote technical support role
Working Conditions
Fully remote position; must reside in a U.S. state in which OSIbeyond employs remote staff and work core support hours in Eastern Time
Dedicated, private workspace with reliable high-speed internet that meets OSIbeyond remote work policy requirements
Occasional travel to Rockville, MD headquarters for onboarding, training, or team meetings as required
KNOWLEDGE & CERTIFICATIONS:
Tooling Environment
Microsoft 365
NinjaRMM
Autotask PSA
AI-assisted ticket processing and automation frameworks
Proficiency with Claude and other AI applications
Required Certifications
CompTIA A+
CompTIA Network+
CompTIA Security+
Preferred Certifications
Microsoft Endpoint Administrator (MD-102)
Microsoft 365 / Entra ID certifications
Position:
Location – Remote from the United States, must be willing to work EST hours
Employment Type - Full time
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.
Salary: Based on ExperienceOriginally posted on Himalayas
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