Technical Operations Engineer

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

CompTIA A+

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.