{"id":2656596,"url":"https://alion.io/job/osibeyond-level-3-escalation-projects-engineer-remote","title":"Level 3 Escalation Projects Engineer - Remote","company":{"id":3875980,"name":"OSIbeyond","domain":"osibeyond.com","url":"https://alion.io/company/osibeyond","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"BambooHR","truth_index":null},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":"middle","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":{"label":"EST","utc_offset_min":-5,"utc_offset_max":-5},"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"Azure","optional":false},{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"Hyper-V","optional":false},{"name":"Microsoft Entra ID","optional":false},{"name":"PowerShell","optional":false},{"name":"Self-Healing","optional":false},{"name":"SharePoint","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"TCP/IP","optional":false},{"name":"Tines","optional":false},{"name":"VMWare","optional":false},{"name":"VPN","optional":false},{"name":"Windows Server","optional":false},{"name":"Microsoft Teams","optional":true},{"name":"Zero Trust","optional":true}],"status":"live","first_seen_at":"2026-10-15T23:06:57Z","employer_posted_date":"2026-10-15","last_verified_at":"2026-10-17T23:18:54Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"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.\nWithin 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.\nThis 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.\nThe 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.\nThis 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.\nAbout the Role:\nThe 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.\nThe 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.\nOn 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.\nAcross 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.\nESSENTIAL DUTIES & RESPONSIBILITIES:\nEscalation Resolution & Advanced Troubleshooting (≈35%) \nOwn 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 \nPerform structured root cause analysis across identity, endpoint, server, network, cloud, and application layers; correct the underlying condition rather than the presenting symptom \nDiagnose and resolve failed or unexpected automation outcomes, restore the affected environment, and document the failure mode for Automation Engineering \nLead the technical response to client-impacting outages and coordinates with the Security Operations Center for security incidents, following documented incident response procedures \nCommunicate clearly and professionally with client stakeholders, including leadership, throughout high-impact incidents, setting expectations and providing accurate status until resolution \nRecognize when an escalation requires vendor engagement, Automation Engineering, or the Director of Engineering, and escalate without delay \nParticipate in the support desk phone call queue when Level 1 and Level 2 engineers are in calls \nProject Delivery & Infrastructure Engineering (≈30%) \nDeliver client technology projects, managing schedule, risk, and stakeholder communication from kickoff through closeout \nDesign, deploy, and maintain physical and virtual servers, storage, and backup and continuity platforms across client environments \nConfigure and maintain firewalls, switching, wireless, VPN, and secure remote access in accordance with OSIbeyond security standards \nAdminister 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 \nPlan 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 \nPlan and deliver client-facing technology training and knowledge transfer related to completed projects \nComplete internal projects and scheduled maintenance that support OSIbeyond’s own infrastructure and operations, applying firmware, patching, and configuration changes under appropriate change control \nContribute to system and network architecture designs, hardware and licensing recommendations, and client technology roadmaps \nAutomation & AI Enablement (≈20%) \nAnalyze escalation, ticket, and project patterns to identify work that should be automated, and author clear, testable specifications for new or expanded automation workflows \nConvert 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 \nReview automation exception logs, tune thresholds and guardrails, and recommend self-healing or preventive detection where recurring failures are observed \nDevelop and maintain PowerShell, Microsoft Graph, and KQL scripts and queries that extend the automation platform, standardize project execution, and accelerate investigation \nApply 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 \nTechnical Leadership & Mentorship (≈15%) \nProvide technical direction to peers assigned to project tasks, reviewing their work for quality and completeness \nMentor Level 2 engineers through escalation walk-throughs, shadowing, and structured feedback that builds their diagnostic depth and reduces future escalations \nPerform peer review of complex changes, migration plans, and client-facing technical documentation prepared by the team \nMaintain and improve the technical knowledge base, standard operating procedures, and client environment documentation so that they remain accurate, complete, and actionable \nParticipate in the escalation on-call rotation and serve as the senior technical point of contact during assigned periods \nContribute to technical training, engineering standards, and continuous improvement initiatives across Technical Services \nGeneral Responsibilities \nProvide high-quality written and verbal customer service in every client interaction \nMeet all key performance indicators and notify the Director of Engineering promptly when workload or circumstances place a KPI or project milestone at risk \nAccurately track and document all work in the ticketing and project systems with detail sufficient for a peer to resume the work without additional context \nSet up and support physical hardware through the use of local “smart hands” OSIbeyond engineers \nSupport peers and contribute to a collaborative, accountable team culture \nPerform other duties as assigned \nSUCCESS METRICS:\nEscalation resolution time and KPI adherence across all assigned tickets \nRoot cause quality: escalations closed with documented cause and corrective action, measured by recurrence rate \nProject delivery against agreed scope, schedule, budget, and quality standards, including client sign-off and post-project satisfaction \nQuality and reliability of implementation plans and peer directions, measured by execution errors and rework on project tasks \nAutomation contribution: specifications submitted, workflows validated, and automation adopted into production, with the resulting reduction in human-handled tickets and manual project steps \nAutomation exception resolution time and accuracy of exception analysis \nHealth and currency of internal OSIbeyond infrastructure, including completion of scheduled maintenance \nClient satisfaction with incident handling, project delivery, training, and technical communication \nMentorship impact: measurable improvement in Level 2 resolution rates for previously escalated issue types \nDocumentation quality and completeness of ticket notes, root cause analyses, project records, procedures, and client environment documentation \nOn-call responsiveness and resolution quality during assigned rotation periods \nSECURITY RESPONSIBILITIES:\nComplete training for and maintain awareness of cybersecurity risks, including insider threat, and the appropriate handling of CUI and other regulated data \nTreat 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 \nFollow cybersecurity requirements as described in the Employee Handbook and other OSIbeyond policies \nImmediately follow incident response procedures when a security incident or concern is identified \nDesign and implement client and internal infrastructure in accordance with OSIbeyond security baselines and applicable client compliance requirements, including CMMC and NIST SP 800-171 \nAssist with the escorting or monitoring of visitors when working onsite \nQUALIFICATIONS\nExperience \nFour or more years of progressive experienc...","description_format":"text","description_chars":16718,"description_truncated":true,"requirements":{"experience_years_min":4,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["401k plan","Dental insurance","Health insurance","Life insurance"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Information Security","Managed IT Services 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