Level 2 Engineer – Human Support

OSIbeyond

. Review AI-assisted request parameters or associated request forms and confirm accuracy before execution .

Posted 9/24/2026full-timeRockville • Maryland • United StatesJuniorMid-Level💰 $55,000 - $72,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in Microsoft 365 administration, including Exchange Online, Entra ID, and SharePoint Online, along with strong troubleshooting skills for desktop applications and network connectivity. Proficient in executing automated workflows and managing system and network administration tasks in a multi-client environment.

Highest-signal resume keywords

Microsoft 365 AdministrationActive Directory ManagementNetworking FundamentalsTechnical Support ExperienceCompTIA A+ Certification

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

System AdministrationNetwork AdministrationTroubleshootingWorkstation ProvisioningAutomated Workflow ExecutionRemote Desktop SupportSoftware InstallationAI Workflow TestingDocumentation StandardsIncident Response

Soft Skills

Attention to DetailJudgment in Data HandlingAbility to Manage Priorities

Tools & Technologies

Microsoft 365SharePoint OnlineRemote Support ToolsProfessional Services Automation (PSA)RMM PlatformsClaude AI

Certifications & Qualifications

CompTIA A+CompTIA Network+CompTIA Security+Microsoft Endpoint Administrator (MD-102)Microsoft 365 / Entra ID Certifications

Industry Keywords

Managed ServicesMulti-Client EnvironmentVPNDNSSOPsService Level AgreementsAudit ReadinessAccess Control PrinciplesAI in Technology Service Delivery

Tech Stack

Tools & technologies

DNS

About the role

Key responsibilities & impact

Review AI-assisted request parameters or associated request forms and confirm accuracy before execution
Authorize, initiate, and verify automated workflows for non-regulated clients
Identify and correct inaccurate or incomplete request data
Manually fulfill exceptions and report recurring request types outside existing automation
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 provide live telephone and remote technical support
Complete automatically scheduled remote sessions
Install non-standard software
Diagnose and resolve application, workstation, and Microsoft 365 desktop application issues
Provide end-user guidance on Microsoft 365 and standard business applications
Troubleshoot network connectivity, wireless, VPN, and home internet issues
Use Claude AI to search internal documentation and external resources for diagnosis and SOPs
Identify and escalate requests according to established procedures
Resolve system and network administration requests and escalations across client environments
Administer Microsoft 365, Microsoft Entra ID, and Active Directory
Provision executive, special-circumstance, and regulated-client accounts
Administer SharePoint Online permissions and create standard SharePoint sites
Execute migrations according to documented procedures
Troubleshoot server connectivity, Remote Desktop access, vendor remote sessions, and outages
Perform large-scale and executive workstation deployments
Provide hardware support for workstations, servers, and network equipment
Maintain client inventory records, SOPs, ticket records, and documentation
Support on-site client dispatch and travel to client sites as required
Execute documented security incident response procedures
Complete tickets and remote sessions according to SOPs and service level agreements
Maintain a prioritized ticket queue and notify the VP of Technical Services when workload exceeds capacity
Coordinate remote-session scheduling and carrier pickup of client workstations
Participate in the on-call rotation and technical training

Requirements

What you’ll need

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
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
Hardware support for workstations, servers, and network equipment
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 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
CompTIA A+ certification
CompTIA Network+ certification
CompTIA Security+ certification
Preferred: Demonstrated interest in the application of AI and automation to technology service delivery
Preferred: Microsoft Endpoint Administrator (MD-102)
Preferred: Microsoft 365 / Entra ID certifications
Proficiency with Claude and other AI applications

Benefits

Comp & perks

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 which increases with tenure
New hires start out with 2 weeks of PTO
On-call rotation and technical training