Remote Level 2 Engineer: AI-Driven Tech Support

OSIbeyond L.L.C.; Rockville (MD); Remote; USD 90,000 - 120,000; Full time

Benefits offered by this job

Medical Insurance

Vision and Dental Insurance

Life Insurance

Short Term Disability Insurance

401K

PTO/Holidays

Job summary

OSIbeyond L.L.C. is seeking a Level 2 (Human Support – Remote) Engineer to deliver high-quality technical support to clients across helpdesk, automation, and system/network administration domains.

This fully remote role emphasizes AI-assisted workflows, secure remote sessions, and strong client communication. The candidate will oversee automated workflows, perform live remote support when needed, and administer Microsoft 365, Entra ID, and Active Directory.

Qualifications

• Minimum of two years hands-on technical support with system/network administration responsibilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong attention to detail in documentation and audit readiness.
• Demonstrated ability to work independently without in-person supervision.

Responsibilities

• Provide high-quality technical support to end users remotely across helpdesk and system/network admin domains.
• Oversee automated workflows and validate AI-assisted tickets before execution.
• Resolve admin requests in Microsoft 365, Entra ID, and Active Directory environments.
• Document steps and maintain SOPs for consistency and audit readiness.
• Maintain SLA adherence and accurate ticket records.

Skills

Microsoft 365 administration

Entra ID / Active Directory

SharePoint Online permissions

Networking fundamentals

Remote Desktop troubleshooting

Windows endpoint troubleshooting

RMM-based remote support

Autopilot workstation provisioning

Client communication

Tools

Microsoft 365

NinjaRMM

Autotask PSA

AI-assisted ticket processing

Claude AI

Job description

OSIbeyond L.L.C. is seeking a Level 2 (Human Support – Remote) Engineer to deliver high-quality technical support to clients across helpdesk, automation, and system/network administration domains.

This fully remote role emphasizes AI-assisted workflows, secure remote sessions, and strong client communication. The candidate will oversee automated workflows, perform live remote support when needed, and administer Microsoft 365, Entra ID, and Active Directory.