Network Wireless Engineer

Key Focus & Mandatory Skills (Must have these skills on their resumes):

1. Microsoft Copilot Studio 365

2. Agentic AI Development (Experience or knowledge in building AI agents or working with AI-driven automation tools).

3. Prior working experience with Microsoft technologies (e.g. Azure Microsoft 365 or related platforms).

4. Hands-on experience with ticketing systems (e.g. ServiceNow Remedy Jira etc.).

• We are seeking a dynamic and detail-oriented professional with prior experience in Microsoft technologies and strong communication skills to join our team. The ideal candidate will have hands-on experience in building and supporting AI agents along with a customer-focused mindset to manage day-to-day interactions ensure SLA compliance and drive operational efficiency.
• This role involves working on enterprise security and identity platforms including MPD/SSD YubiKey Cloud MFA inventory and related technologies.

Key Responsibilities:

• Interact with customers on a daily basis to provide technical support and ensure high customer satisfaction.
• Monitor and meet defined SLAs for incident resolution and service requests.
• Work with ticketing tools to log track and resolve issues efficiently.
• Analyze incidents classify root causes and contribute to continuous improvement.
• Automate tasks using Copilot AI agents.
• Using IcM APIs create partial/full automation for process workflows.
• Work on IcM automation such as:
• Incident detection and alerting automation Runbook automation incident classification and prioritization.
• Create inventory management using automation and AI agents.
• Prepare regular reports on performance metrics incident trends and SLA adherence using Power BI.
• Create and maintain technical documentation SOPs and knowledge base articles.
• Collaborate with cross-functional teams to enhance service delivery and operational efficiency.
• Work on security and authentication technologies such as MPD/SSD YubiKey and Cloud MFA.

Required Skills & Qualifications:

• Prior working experience with Microsoft technologies (e.g. Azure Microsoft 365 or related platforms).
• Strong communication skills (verbal and written) with the ability to handle customer interactions effectively.
• Experience or knowledge in building AI agents or working with AI-driven automation tools.
• Hands-on experience with ticketing systems (e.g. ServiceNow Remedy Jira etc.).
• Good analytical and problem-solving skills with a focus on root cause analysis.
• Ability to work in a fast-paced environment and maintain high efficiency.
• Experience in incident management and SLA-driven support environments.

Preferred Qualifications:

• Exposure to identity and access management tools (YubiKey MFA solutions etc.).
• Familiarity with cloud environments and security frameworks.
• Experience in report generation and performance tracking.
• Understanding enterprise support processes and documentation standards.

Key Competencies:

• Customer-centric approach.
• Strong communication and interpersonal skills.
• High level of efficiency and ownership.
• Attention to detail.
• Ability to multitask and prioritize effectively.