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Since 2004, OSIbeyond has delivered managed technology and cybersecurity services on a founding principle: outstanding technical expertise, matched by an exceptional customer experience. Today, that commitment is delivered through OSIbeyond ONE, our integrated technology platform that unifies IT operations, cybersecurity, Microsoft 365, cloud, automation, AI, and expert support into a single, continuously managed environment. The platform is built on a clear operating philosophy: Automation First. AI Enabled. People Powered.
Within that model, the overwhelming majority of routine service requests are resolved by automation, with the Level 2 (Human Support) team confirming AI-extracted parameters and initiating workflows. What remains is, by definition, the hard part: the intermittent fault that spans identity, network, and application layers; the migration that touches every user in an organization; the server, firewall, or hybrid cloud dependency that no runbook anticipated. The Level 3 Engineer is where that work lands, and where it gets solved.
This is the senior engineering seat in Technical Services. The Level 3 Engineer is the escalation authority for the Level 2 team, the engineer who scopes, leads, and delivers client infrastructure projects, the steward of OSIbeyond ’s own internal infrastructure, and a working partner to the Automation Engineering team in deciding what gets automated next. Every escalation resolved here is also studied here: the engineer is expected to ask whether a class of problem should ever reach a human again, and to help design the workflow, detection, or self-healing logic that ensures it does not.
The position spans a range of seniority. Engineers at the earlier end of that range concentrate on resolving the most complex escalations and executing pre-scoped project work to a high standard. Engineers at the senior end own project scoping and delivery, direct the work of peers on complex migrations, design architecture, and carry a larger share of automation design and technical leadership. Compensation and scope of ownership grow with demonstrated expertise and impact within the position.
This position is suited to a technically accomplished engineer who has outgrown ticket volume and wants ownership of the difficult, consequential work: complex escalations, infrastructure and project delivery, and the engineering of automation that lifts an entire team. The successful candidate combines deep Microsoft 365, Azure, Windows Server, and network expertise with sound judgment under pressure, disciplined documentation, and the professionalism to represent OSIbeyond in front of client leadership during a high-stakes incident or a major project cutover.
About the Role:
The Level 3 Engineer resolves the complex, high-priority, and urgent escalations that exceed the scope of automation and the Level 2 team; scopes, leads, and delivers client technology projects; designs, deploys, and maintains client infrastructure across on-premises, Microsoft 365, and Azure environments; and completes the internal projects and maintenance that keep OSIbeyond ’s own infrastructure and operations secure and current.
The engineer owns the escalation queue end to end. Each escalation is triaged for business impact, diagnosed to root cause rather than symptom, resolved within service level commitments, and documented so that the resolution becomes reusable knowledge, an updated procedure, or a specification for new automation. Where an automated workflow has failed or produced an unexpected result, the Level 3 Engineer is the engineer who determines why, corrects the environment, and works with Automation Engineering to harden the workflow.
On the project side, the Director of Engineering leads discovery and scoping, and the engineer takes the work from there through delivery: solution design, detailed implementation plans, cutover execution, post-project validation, and client-facing training on what was delivered. Projects range from server, network, and identity deployments to tenant and data migrations and cloud modernization. The engineer prepares the detailed directions that allow peers to execute project tasks reliably, and manages scope, schedule, and client communication throughout.
Across all of this work the engineer uses OSIbeyond -approved AI assistants to accelerate diagnostics, scripting, planning, and documentation, and holds every AI-assisted output to the same standard of verification as any other engineering work. The Level 3 Engineer also raises the technical ceiling of the team through mentorship, peer review, and the on-call rotation. Performance is measured against escalation quality and timeliness, SLA adherence, project delivery, client satisfaction, documentation standards, and the volume and value of automation the engineer helps bring into production.
Own the escalation queue: accept complex, high-priority, and urgent tickets escalated from the Level 2 team or generated by automation exceptions, and resolve them within service level commitments
Perform structured root cause analysis across identity, endpoint, server, network, cloud, and application layers; correct the underlying condition rather than the presenting symptom
Diagnose and resolve failed or unexpected automation outcomes, restore the affected environment, and document the failure mode for Automation Engineering
Lead the technical response to client-impacting outages and coordinates with the Security Operations Center for security incidents, following documented incident response procedures
Communicate clearly and professionally with client stakeholders, including leadership, throughout high-impact incidents, setting expectations and providing accurate status until resolution
Recognize when an escalation requires vendor engagement, Automation Engineering, or the Director of Engineering, and escalate without delay
Participate in the support desk phone call queue when Level 1 and Level 2 engineers are in calls
Deliver client technology projects, managing schedule, risk, and stakeholder communication from kickoff through closeout
Design, deploy, and maintain physical and virtual servers, storage, and backup and continuity platforms across client environments
Configure and maintain firewalls, switching, wireless, VPN, and secure remote access in accordance with OSIbeyond security standards
Administer and architect Microsoft 365, Entra ID, Intune, and Azure environments, including conditional access, single sign-on and identity federation, SharePoint and Teams governance, and hybrid identity
Plan and execute tenant, mail, file, and server migrations, including discovery, cutover planning, execution, and post-migration validation; prepare detailed, step-by-step directions that peers can execute reliably
Plan and deliver client-facing technology training and knowledge transfer related to completed projects
Complete internal projects and scheduled maintenance that support OSIbeyond ’s own infrastructure and operations, applying firmware, patching, and configuration changes under appropriate change control
Contribute to system and network architecture designs, hardware and licensing recommendations, and client technology roadmaps Automation & AI Enablement (≈20%) Analyze escalation, ticket, and project patterns to identify work that should be automated, and author clear, testable specifications for new or expanded automation workflows
Convert resolved escalations and repeatable project tasks into automation-ready standard operating procedures, decision logic, and knowledge base content that AI and automation can act upon
Review automation exception logs, tune thresholds and guardrails, and recommend self-healing or preventive detection where recurring failures are observed Develop and maintain PowerShell, Microsoft Graph, and KQL scripts and queries that extend the automation platform, standardize project execution, and accelerate investigation
Apply OSIbeyond -approved AI assistants to diagnostics, ticket history searches, scripting, project planning, and documentation, verifying all AI-assisted output before it is acted upon or delivered
Technical Leadership & Mentorship (≈15%) Provide technical direction to peers assigned to project tasks, reviewing their work for quality and completeness Mentor Level 2 engineers through escalation walk-throughs, shadowing, and structured feedback that builds their diagnostic depth and reduces future escalations Perform peer review of complex changes, migration plans, and client-facing technical documentation prepared by the team Maintain and improve the technical knowledge base, standard operating procedures, and client environment documentation so that they remain accurate, complete, and actionable Participate in the escalation on-call rotation and serve as the senior technical point of contact during assigned periods Contribute to technical training, engineering standards, and continuous improvement initiatives across Technical Services
General Responsibilities
Provide high-quality written and verbal customer service in every client interaction
Meet all key performance indicators and notify the Director of Engineering promptly when workload or circumstances place a KPI or project milestone at risk
Accurately track and document all work in the ticketing and project systems with detail sufficient for a peer to resume the work without additional context
Set up and support physical hardware through the use of local “smart hands” OSIbeyond engineers
Support peers and contribute to a collaborative, accountable team culture
Perform other duties as assigned
SUCCESS METRICS:
Escalation resolution time and KPI adherence across all assigned tickets
Root cause quality: escalations closed with documented cause and corrective action, measured by recurrence rate
Project delivery against agreed scope, schedule, budget, and quality standards, including client sign-off and post-project satisfaction
Quality and reliability of implementation plans and peer directions, measured by execution errors and rework on project tasks
Automation contribution: specifications submitted, workflows validated, and automation adopted into production, with the resulting reduction in human-handled tickets and manual project steps
Automation exception resolution time and accuracy of exception analysis
Health and currency of internal OSIbeyond infrastructure, including completion of scheduled maintenance
Client satisfaction with incident handling, project delivery, training, and technical communication
Mentorship impact: measurable improvement in Level 2 resolution rates for previously escalated issue types
Documentation quality and completeness of ticket notes, root cause analyses, project records, procedures, and client environment documentation
On-call responsiveness and resolution quality during assigned rotation periods
SECURITY RESPONSIBILITIES:
Complete training for and maintain awareness of cybersecurity risks, including insider threat, and the appropriate handling of CUI and other regulated data Treat client data and OSIbeyond data as sensitive, and do not disclose, release, or otherwise transfer it outside of OSIbeyond or client environments without written permission Follow cybersecurity requirements as described in the Employee Handbook and other OSIbeyond policies Immediately follow incident response procedures when a security incident or concern is identified
Design and implement client and internal infrastructure in accordance with OSIbeyond security baselines and applicable client compliance requirements, including CMMC and NIST SP 800-171
Assist with the escorting or monitoring of visitors when working onsite
QUALIFICATIONS
Experience
Four or more years of progressive experience in systems engineering, infrastructure administration, or escalation support, with the most senior engineers in the position typically bringing seven or more; managed service provider experience is strongly preferred
Demonstrated ownership of complex, multi-layer escalations and client-impacting incidents through to root cause and resolution
Hands-on delivery of infrastructure projects such as server deployments, firewall implementations, identity architecture, or tenant and data migrations; experience scoping and leading such projects end to end is expected at the senior end of the position
Infrastructure & Platform Skills
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, and NTFS and DFS permission design; working knowledge of hybrid identity synchronization
Virtualization and storage administration (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
Project & Automation Skills
Ability to produce a project implementation plan and cutover schedule, manage risk and stakeholder communication, and close out with validation and training
Ability to write detailed, unambiguous technical directions that peers can execute without supervision
Proficiency in PowerShell and Microsoft Graph; working knowledge of KQL or comparable query languages
Ability to decompose a resolved escalation or repeatable project task into decision logic, parameters, and guardrails suitable for automation
Experience validating or troubleshooting the output of automation and orchestration platforms (Tines or comparable), RMM scripting, or infrastructure-as-code
Effective, verified use of AI assistants for diagnostics, scripting, planning, and documentation
Professional Skills
Composed, authoritative communication with client stakeholders and leadership during high-impact incidents and project cutovers
Disciplined documentation and ticket hygiene; ability to produce clear technical writing and deliver training for both engineers and non-technical audiences
Demonstrated 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
Additional Desirable Qualifications
Experience supporting clients subject to CMMC, NIST SP 800-171, or similar regulatory frameworks
Prior contribution to automation development, detection engineering, or platform standardization in an MSP environment
Formal project management training or certification (CompTIA Project+, PMP, or equivalent)
Experience with Azure landing zones, infrastructure-as-code, or zero trust network architecture
KNOWLEDGE & CERTIFICATIONS
Tooling Environment: Microsoft 365, Entra ID, Intune, and Azure administration portals; Windows Server and hypervisor management; firewall and network management platforms; remote monitoring and management; backup and continuity platforms; Tines automation; Autotask professional services automation (ticketing and projects); IT documentation platform; Microsoft Teams for internal collaboration; OSIbeyond -approved AI assistants.
Required Certifications (or attainment within the first six months)
Microsoft MS-102: Microsoft 365 Administrator
Microsoft AZ-104: Microsoft Azure Administrator
Preferred Certifications
Microsoft SC-300: Identity and Access Administrator
Microsoft MD-102: Endpoint Administrator
CompTIA Security+ or CompTIA Network+
Vendor firewall certification (Fortinet NSE, Palo Alto PCNSA, or equivalent)
CompTIA Project+ or PMP
Position:
Location – Remote from the United States, must be willing to work EST hours
Employment Type - Full time
Benefits:
Medical Insurance - OSIbeyond pays 75% of the premium for the Employee's base medical plan
Vision and Dental Insurance - OSIbeyond pays 75% of the premium for the Employee's plans
Life Insurance - OSIbeyond pays 100% of the premium for the Employee's plans
Short Term Disability Insurance - OSIbeyond pays 100% of the premium for the Employee's plans
401K - OSIbeyond matches up to 4%
PTO/Holidays - 9 paid Holidays and accrual based PTO which increases with tenure, new hires start out with 2 weeks.
Salary: Dependent on experience Originally posted on Himalayas