Level 3 Escalation Projects Engineer - Remote

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.

ESSENTIAL DUTIES & RESPONSIBILITIES:

Escalation Resolution & Advanced Troubleshooting (≈35%)

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

Project Delivery & Infrastructure Engineering (≈30%)

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 failure