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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Microsoft 365 administration, including Exchange Online and SharePoint Online, alongside strong technical support capabilities in system and network administration. Proficient in utilizing remote support tools and executing automated workflows while maintaining high standards of documentation and compliance.
Highest-signal resume keywords
Microsoft 365 AdministrationActive Directory ManagementRemote Support ToolsTechnical Support ExperienceCompTIA A+ Certification
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
System AdministrationNetwork AdministrationVPN TroubleshootingWindows Endpoint TroubleshootingApplication InstallationSOP AdherenceIncident ResponseAutomation EvaluationAI Workflow ValidationWorkstation Provisioning
Soft Skills
Attention to DetailIndependent WorkProfessional CommunicationTime ManagementProblem-Solving
Tools & Technologies
Microsoft 365RMM ToolsPSA PlatformsClaude AIAutopilot
Certifications & Qualifications
CompTIA A+CompTIA Network+CompTIA Security+
Industry Keywords
Managed ServicesMulti-Client EnvironmentDocumentation StandardsRemote Work PolicyAccess Control Principles
Tech Stack
Tools & technologiesDNS
About the role
Key responsibilities & impact- 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
What you’ll need- 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
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, 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