IT Automation Engineer
IT Automation Engineer
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1 Vacancy
Job Description
Position Purpose and Objectives
The IT Automation Engineer is responsible for providing advanced technical support and troubleshooting for various applications including MS365 administration OSI Active Directory and more. This role combines traditional Tier 2 responsibilities with the strategic use of AI and automation tools to streamline processes reduce ticket volume and enhance firstpass resolution rates. The ideal candidate has strong troubleshooting skills experience in Microsoft Copilot Power Automate and the Microsoft 365 ecosystem and is passionate about applying AI to solve service desk challenges.
Major Duties and Essential Functions
- Provide secondlevel support for escalated technical issues ensuring timely and accurate resolution.
- Collaborate with Tier 1 Service Desk to identify recurring issues and opportunities for firstpass resolution.
- Leverage Microsoft Copilot and other AI tools to assist with ticket analysis response generation and internal documentation.
- Build and maintain Power Automate workflows to streamline ticket routing routine support tasks and notifications.
- Work with Service Desk leadership to identify highimpact use cases for automation and AIassisted support.
- Create and manage a knowledge base of AIdriven solutions and scripts to empower Tier 1 agents.
- Analyze support ticket trends to recommend new automations or Copilot integrations.
- Ensure all automations comply with IT governance security and privacy standards.
- Stay current on developments in Microsoft AI tools and M365 feature sets to bring new capabilities into the support ecosystem.
- Work nonstandard work hours and other shifts as needs dictate. Continually build knowledge and skills and share expertise and experience with others.
Positions directly supervised: None
Specific knowledge skills and abilities required for this position:
- Experience integrating Microsoft Copilot into service desk workflows.
- Familiarity with scripting tools (e.g. PowerShell) for task automation.
- Exposure to ITSM platforms (e.g. Kace InvGate or similar).
- Basic understanding of cybersecurity principles as they apply to automation and AI use.
- Ability to work flexible schedule as well as some Saturday and Sunday work may be required.
- Handson experience with Microsoft 365 administration (Outlook Teams OneDrive SharePoint etc..
- Proven experience with Power Automate (building flows connectors automation design).
- Familiarity with Microsoft Copilot and AIbased productivity or support tools.
- Strong troubleshooting and root cause analysis skills across Windowsbased environments.
- Excellent communication skills able to translate technical concepts into plain language for endusers and junior support staff.
- Passion for continuous improvement automation and knowledgesharing.
Education: Bachelor Degree or equivalent minimum 3 to 5 years IT Help Desk / IT Call Center Support experience.
Experience: Minimum of three 3 years of experience in a technical role providing remote support in a technical service desk environment with a track record of achieving productivity goals. Handson experience with Microsoft 365 administration (Outlook Teams OneDrive SharePoint etc.. Proven experience with Power Automate (building flows connectors automation design).
Employment Type
Full-Time
