Level 2 Engineer (Human Support) - Remote

About this role

Since 2004, OSIbeyond has provided managed technology and cybersecurity services to commercial organizations, nonprofits, associations, and government contractors, guided by a founding principle that outstanding technical expertise must be matched by an exceptional client experience. That commitment is delivered today through OSIbeyond ONE, an integrated technology platform that unifies IT operations, cybersecurity, Microsoft 365, cloud services, automation, artificial intelligence, and expert support within a single, continuously managed operating environment. The platform is founded on a defined operating philosophy: Automation First. AI Enabled. People Powered.
Within OSIbeyond ONE, routine technology requests are increasingly fulfilled through intelligent monitoring, AI-assisted ticket processing, and automated service workflows, and OSIbeyond continuously invests in expanding these capabilities. The Level 2 (Human Support – Remote) Engineer represents the human expertise at the center of this model. The position provides oversight and authorization for automated helpdesk/user support workflows, delivers live technical support to end users when automation is not applicable, and performs system/network administration support across a diverse portfolio of client environments.
This position is intended for an accomplished technical professional who seeks to apply their expertise within a modern, automation-driven service delivery model. The successful candidate will demonstrate sound technical judgment, a commitment to accuracy and accountability, professionalism in client communication, and an interest in the continued advancement of AI and automation in managed technology services.
About the Role:
The Level 2 (Human Support – Remote) Engineer is responsible for the delivery of high-quality technical support to OSIbeyond clients across two service domains: helpdesk/user support and system/network administration support. This is a fully remote position: all support is delivered by telephone, video, and remote session, and work requiring physical presence at a client site or OSIbeyond headquarters is handed off to office-based Level 2 (Human Support) or Level 2 (Onsite Augmentation) staff.
Within helpdesk/user support, approximately 90% of requests are fulfilled through automated workflows. Certain requests received by phone are fulfilled by completing a request form that initiates the corresponding automation. For these requests, the Level 2 (Human Support – Remote) Engineer serves as the point of human validation, reviewing the request parameters identified by the AI-assisted ticketing process, confirming their accuracy, authorizing execution of the automated workflow, and verifying the outcome. Clients subject to regulatory compliance requirements are excluded from automated fulfillment; requests for these clients are completed manually. The remaining requests, approximately 10%, require direct engagement with the end user. For these, the Level 2 (Human Support – Remote) Engineer provides live telephone, video, and remote-session support, taking ownership of the request from initial contact through resolution. Although live support represents roughly 10% of helpdesk request volume, it accounts for approximately 80% of the Level 2 (Human Support – Remote) Engineer's workday.
Within system/network administration support, the Level 2 (Human Support – Remote) Engineer resolves administrative requests and escalations involving identity, Microsoft 365, server, and network environments, operating within established procedures and escalating to senior engineering staff where appropriate. These advanced tasks will be completed through the use of various tools and Standard Operating Procedure documents.
As OSIbeyond continues to engineer additional automation and AI capabilities into the OSIbeyond ONE platform, the scope of helpdesk/user support work fulfilled through automation is expected to expand. The Level 2 (Human Support – Remote) Engineer contributes to this progression by identifying recurring manual work suitable for automation, coordinating with automation engineers, and validating new workflows prior to and following release.
Performance in this role is measured by client satisfaction, adherence to service level agreements, the accuracy and timeliness of automated workflow execution, first-contact resolution of live support requests, and the quality and completeness of documentation.
ESSENTIAL DUTIES:
Helpdesk/User Support – Automated Workflow Oversight for Non-Regulated Clients (approximately 90% of helpdesk requests)

• Review request parameters identified by AI-assisted ticket processing, or complete the associated request form, and confirm accuracy prior to execution

• Authorize and initiate approved automation workflows and verify successful completion

• Identify and correct inaccurate or incomplete request data before changes are applied to client environments

• Request categories fulfilled through automation include:

• License assignment

• BitLocker recovery key retrieval

• Local Administrator Password Solution (LAPS) credential retrieval

• Multi-factor authentication reset

• Microsoft 365 password reset

• Shared mailbox permission management

• Distribution list creation, modification, and removal

• Automatic reply (Out of Office) configuration

• Calendar permission management

• User onboarding and offboarding

• Workstation setup

• Perform these tasks manually only by exception, and report request types that recur outside the scope of existing automation

• Identify recurring manual tasks and submit them to the Automation Engineer for automation evaluation

• Participate in the testing and validation of new automation and AI workflows prior to release to the support team

Helpdesk/User Support – Live Technical Support (approximately 10% of helpdesk requests)

• Respond to inbound support calls from client personnel and serve as the primary point of contact for…