About the Role:
The Tier 1 Technical Operations Engineer works in a process‑driven, automation‑enabled environment focused on consistency and scalable service delivery. They value efficiency, standardized workflows, and accurate documentation to ensure high‑quality support.
The role requires comfort operating in rapidly evolving technical settings while leveraging automation and AI‑assisted tools. The ideal mindset includes taking ownership of work, following established processes, and proactively identifying opportunities to reduce manual effort. They embrace continuous improvement and contribute to operational maturity across the team.
The Tier 1 Technical Operations Engineer is responsible for delivering efficient, process-driven Tier 1 support services to OSIbeyond clients.
This role focuses on resolving support requests through standardized workflows, leveraging automation tools, maintaining accurate documentation, and identifying opportunities to improve efficiency through automation and process standardization.
The Tier 1 Technical Operations Engineer plays a critical role in supporting scalable, high-quality service delivery while providing an exceptional client experience
Key Responsibilities and Duties:
- Resolve assigned support requests using documented SOPs, automation tools, and standardized workflows
- Maintain a clean, organized, and prioritized ticket queue
- Deliver high-quality written and verbal customer communication
- Accurately document troubleshooting, resolutions, and process findings
- Identify repetitive issues, recurring tickets, and inefficient manual processes for automation or workflow improvement review
- Leverage RMM, scripting, and automation platforms to improve support efficiency and consistency
- Follow established escalation procedures when issues exceed Tier 1 scope
- Assist with maintaining operational documentation and knowledge base articles
- Support endpoint deployment, onboarding, offboarding, and workstation lifecycle management using standardized automation processes
- Participate in on-call rotation, scheduled maintenance, and operational improvement initiatives
- Support a culture of continuous improvement, accountability, and operational maturity
- Execute support activities in accordance with security, compliance, and operational standards
Success Metrics:
- SLA adherence
- First-touch resolution
- Documentation quality
- Ticket hygiene
- Escalation accuracy
- Workflow compliance
- Operational consistency
Security Responsibilities:
- Complete training for and maintain awareness of cybersecurity risks including insider threat, and 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 OSI policies.
- Immediately follow incident response procedures when a security incident or concern is noticed.
- Assist with the escorting or monitoring of visitors.
Job Qualifications:
- Prioritize and maintain a tidy ticket queue
- Notify the VPTS when unable to complete workload
- Identify when an assignment should be escalated
- Identify repetitive operational tasks and workflow inefficiencies for automation and process improvement review
- Create detailed documentation and ticket notes
- Provide high quality and timely customer service
- Meet all SLAs
- Support peers
- Travel to client sites when needed
- Participates in on-call rotation, technical training
- Ability to follow highly structured operational processes with consistency and accuracy
- Ability to recognize repetitive operational patterns and identify automation opportunities
- Ability to balance speed, quality, and risk when performing support activities
- Ability to adapt quickly to evolving tools, workflows, and process enhancements
- Ability to contribute to scalable service delivery through documentation and process
- refinement
- Ability to work efficiently in a metrics-driven service environment
- Ability to understand downstream impact of changes and support actions
- Ability to identify when manual work should be standardized, automated, or escalated
Knowledge & Certifications:
Experience
- 1-2 years of experience in a technical support, service desk, or managed services environment
Preferred Certifications
Position:
- Location – Remote from the United States
- Employment Type - Full time
- Compensation - $51,500-58,999 DOE
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.
Compensation$51,500-$58,999k
