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Tech Stack
Tools & technologiesAzureCloudDNSFirewallsSwitchingTCP/IPVMware
About the role
Key responsibilities & impact- Own and resolve complex, high-priority, and urgent escalations from the Level 2 team or automation exceptions within service level commitments
- Perform structured root cause analysis across identity, endpoint, server, network, cloud, and application layers
- Diagnose failed or unexpected automation outcomes, restore affected environments, and document failure modes for Automation Engineering
- Lead technical responses to client-impacting outages and coordinate with the Security Operations Center on security incidents
- Communicate with client stakeholders and leadership throughout high-impact incidents
- Recognize when vendor engagement, Automation Engineering, or the Director of Engineering is required
- Participate in the support desk phone queue when Level 1 and Level 2 engineers are in calls
- Scope, design, deliver, and close client technology projects from implementation planning through validation and training
- Design, deploy, and maintain physical and virtual servers, storage, backup, and business continuity platforms
- Configure and maintain firewalls, switching, wireless, VPN, and secure remote access
- Administer and architect Microsoft 365, Entra ID, Intune, and Azure environments
- Plan and execute tenant, mail, file, and server migrations, including cutover and post-migration validation
- Complete internal infrastructure projects and scheduled maintenance under change control
- Contribute to system and network architecture designs, hardware and licensing recommendations, and technology roadmaps
- Analyze escalation, ticket, and project patterns to identify automation opportunities
- Author automation specifications, standard operating procedures, decision logic, knowledge base content, and self-healing recommendations
- Develop and maintain PowerShell, Microsoft Graph, and KQL scripts and queries
- Apply approved AI assistants to diagnostics, scripting, planning, and documentation while verifying outputs
- Provide technical direction, mentorship, peer review, and escalation walk-throughs
- Maintain technical knowledge bases, procedures, and client environment documentation
- Participate in the escalation on-call rotation as senior technical point of contact
- Contribute to technical training, engineering standards, and continuous improvement
- Track work accurately, support physical hardware through local smart-hands engineers, and meet KPIs
Requirements
What you’ll need- Four or more years of progressive experience in systems engineering, infrastructure administration, or escalation support; the most senior engineers typically bring seven or more years
- Managed service provider experience strongly preferred
- Demonstrated ownership of complex, multi-layer escalations and client-impacting incidents through root cause and resolution
- Hands-on infrastructure project delivery, including server deployments, firewall implementations, identity architecture, or tenant and data migrations
- Experience scoping and leading infrastructure projects end to end expected at the senior end of the position
- Expert administration of Microsoft 365 and Entra ID, including Exchange Online, SharePoint Online, Teams, conditional access, identity federation and single sign-on, and audit logging
- Strong Windows Server, Active Directory, Group Policy, DNS, DHCP, NTFS and DFS permission design; working knowledge of hybrid identity synchronization
- Virtualization and storage administration using Hyper-V or VMware, and backup and business continuity platforms
- Firewall, switching, wireless, VPN, and routing configuration and troubleshooting; solid grounding in TCP/IP, DNS, and network security
- Microsoft Azure and Intune administration, including virtual machines, networking, device management, and compliance policies
- Email security and spam filter administration, and security incident response in coordination with a SOC
- Ability to produce project implementation plans and cutover schedules, manage risk and stakeholder communication, and close out with validation and training
- Ability to write detailed, unambiguous technical directions peers can execute without supervision
- Proficiency in PowerShell and Microsoft Graph; working knowledge of KQL or comparable query languages
- Ability to decompose resolved escalations or repeatable project tasks into decision logic, parameters, and guardrails suitable for automation
- Experience validating or troubleshooting automation and orchestration platforms, RMM scripting, or infrastructure-as-code
- Effective, verified use of AI assistants for diagnostics, scripting, planning, and documentation
- Composed, authoritative communication with client stakeholders and leadership during high-impact incidents and project cutovers
- Disciplined documentation and ticket hygiene; clear technical writing and training delivery for technical and non-technical audiences
- Ability to mentor, direct, and raise the capability of less experienced engineers
- Self-management appropriate to a remote, escalation- and project-driven role with on-call responsibilities
- Microsoft MS-102 certification required, or attainment within the first six months
- Microsoft AZ-104 certification required, or attainment within the first six months
- Experience supporting CMMC, NIST SP 800-171, or similar regulatory frameworks desirable
- Formal project management training or certification desirable
- Experience with Azure landing zones, infrastructure-as-code, or zero trust network architecture desirable
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 with employer matching up to 4%
- 9 paid holidays
- Accrual-based PTO increasing with tenure; new hires start with 2 weeks
- Remote work from the United States
- On-call rotation participation
- Professional development through technical training, mentorship, peer review, and certification opportunities