Level 2 Engineer, Human Support

Job not on LinkedIn

🔥 2 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

👷🏻‍♀️ Engineer

👻 Ghost score 15%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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OSIbeyond

WebsiteLinkedInAll Job Openings

11 - 50 employees

💼 Consulting

🏥 Healthcare

📦 Logistics

Consulting • Healthcare • Logistics

OSIbeyond is a technology company that provides comprehensive IT services and solutions, including Managed IT Services and cybersecurity solutions. Established in 2004, OSIbeyond serves small to medium-sized organizations, nonprofits, commercial businesses, and government contractors. Their offerings include IT support, cloud solutions, technology strategy, and compliance services. OSIbeyond acts as a Managed Security Services Provider (MSSP), ensuring organizations' technology environments are monitored and protected against cyber threats. The company prides itself on combining outstanding technical skills with exceptional customer service, supporting businesses primarily in the Washington D. C. , Maryland, and Virginia areas, through both local and remote IT services.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

• 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