Level 2 Engineer, Human Support

🕒 Setembro 24

🇺🇸 Estados Unidos – Remoto (EUA)

⏰ Tempo Integral

🟢 Júnior

🟡 Pleno

👷🏻‍♀️ Engenheiro

👻 Score fantasma 16%

O que significa: a chance de ninguém estar realmente contratando para esta vaga.Como ler: 60% ou mais significa que achamos que é uma vaga fantasma. Pontuações mais baixas preocupam menos.Como pontuamos: tempo em aberto, republicações, vagas abertas vs tamanho do time, rapidez para fechar vagas, e se o salário está divulgado.Observação: é uma estimativa de dados públicos, não um julgamento da empresa. Vagas reais podem ter pontuação alta, então use como uma dica, não como um fato.

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OSIbeyond

SiteLinkedInTodas as Vagas

11 - 50 funcionários

💼 Consultoria

🏥 Saúde

📦 Logística

Consulting • Healthcare • Logistics

A OSIbeyond é uma empresa de tecnologia que oferece serviços e soluções de TI abrangentes, incluindo Serviços de TI Gerenciados e soluções de cibersegurança. Estabelecida em 2004, a OSIbeyond atende pequenas e médias organizações, ONGs, empresas comerciais e contratantes do governo. Suas ofertas incluem suporte de TI, soluções em nuvem, estratégia tecnológica e serviços de conformidade. A OSIbeyond atua como um Provedor de Serviços de Segurança Gerenciada (MSSP), garantindo que os ambientes tecnológicos das organizações sejam monitorados e protegidos contra ameaças cibernéticas. A empresa se orgulha de combinar habilidades técnicas excepcionais com um atendimento ao cliente notável, apoiando negócios principalmente nas áreas de Washington D. C. , Maryland e Virginia, através de serviços de TI locais e remotos.

Descrição

• Provide high-quality technical support to OSIbeyond clients across helpdesk/user support and system/network administration • Review AI-assisted request parameters, validate accuracy, authorize automated workflows, and verify completion • Manually fulfill non-automated or regulatory-compliance-related requests • Identify recurring manual tasks and submit them for automation evaluation • Test and validate new automation and AI workflows before release • Respond to inbound support calls and own live support requests through resolution • Complete scheduled remote sessions using approved RMM-based and ad hoc remote-support tools • Install non-standard software and troubleshoot application, workstation, Microsoft 365, network, VPN, wireless, and home-internet issues • Provide end-user guidance on Microsoft 365 and standard business applications • Use Claude AI to locate SOPs and documentation • Identify and escalate requests according to established procedures • Administer Microsoft 365, Microsoft Entra ID, Active Directory, SharePoint Online permissions, and standard SharePoint sites • Provision executive, special-circumstance, and regulated-client accounts • Execute documented migrations and troubleshoot server connectivity and outages • Support remote workstation deployments, hardware replacement coordination, and post-deployment validation • Maintain client inventory records and standard operating procedures • Provide remote diagnosis, handoff documentation, and coordination for on-site dispatches • Execute documented security incident response procedures • Complete tickets and remote sessions in accordance with SOPs and SLAs • Maintain accurate documentation, ticket records, and prioritized queues • Coordinate remote-session scheduling and carrier pickup of client workstations • Participate in on-call rotation and technical training • Maintain availability during scheduled Eastern Time support hours and secure company/client information in the remote work environment

🎯 Requisitos

• 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 • Ability to work independently and remain productive without in-person supervision • Must reside in a U.S. state in which OSIbeyond employs remote staff • Must work core support hours in Eastern Time • Dedicated, private workspace with reliable high-speed internet meeting OSIbeyond remote work policy requirements • Microsoft 365 administration, including Exchange Online, Entra ID, and SharePoint Online • Active Directory and identity management • DFS and SharePoint Online permission management • Networking fundamentals, including VPN, DNS, and connectivity • Remote Desktop and server connectivity troubleshooting • Ability to guide on-site personnel through basic hardware tasks remotely • 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 using Autopilot • Ability to execute, verify, and interpret scripted and automated workflow output • Sound judgment in identifying inaccurate AI-generated data and requests requiring manual handling • Proficiency with PSA and RMM platforms • Adherence to documentation standards and SOPs • Understanding of least privilege and access control principles • Incident response awareness • Required certifications: CompTIA A+, CompTIA Network+, and CompTIA Security+ • Proficiency with Claude and other AI applications • Preferred interest in AI and automation in technology service delivery • Preferred prior experience in a fully remote technical support role

🏖️ Benefícios

• OSIbeyond pays 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 pays 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 matching up to 4% • 9 paid holidays • Accrual-based PTO, increasing with tenure; new hires start with 2 weeks • Fully remote work • Occasional travel to Rockville, MD headquarters for onboarding, training, or team meetings as required • Participation in technical training • On-call rotation

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