Technical Operations Engineer- Tier 1

OSIbeyond • Full-time • Rockville, Maryland, United States • $51.50k - $59.00k / year • 2m ago

TO APPLY: https://osibeyond.bamboohr.com/careers/53

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.

Job Type: Full-time

Pay: $51,500.00 - $58,999.00 per year

Benefits: