Automation and AI Engineer 

Job Description

Role and Responsibilities:

• Automation Engineering: Ability to design, build, and deploy workflows across ITSM/RMM toolsets.
• AI automation: Ability to identify and deploy AI based automation
• LLM Operations: Understanding of AI-assisted ticketing and the ability to tune prompts and train AI on Knowledge Base/SOP data.
• Coding: Ability to automate processes, tasks, tools and reports using powershell or python scripting and prompt engineering
• Analytical Thinking: A natural ability to identify root causes and convert manual bottlenecks into automated opportunities.
• Stakeholder Management: Experience facilitating cross-functional workshops with NOC, SOC, and Cloud teams.
• Security Mindset: Knowledge of Australian security standards (e.g., ASD Essential Eight) and how automation can bolster compliance.
• Client Management: Experience facilitating client workshops to indentify AI focused automation opportunities and/or to transfer knowledge to the client about the AI deployment rolled-out in the client environment.
• Provide over the phone and on-site support to the end users if required
• Analyse for root cause of the problem and fix the root cause
• Maintain problem documentation
• Resolving technical issues across the following technologies:
  • M365 and Azure security
  • M365 across exchange, security, Intune, End pint manager, SharePoint, defender etc
  • Azure
  • Servers
  • Backups and EDR
  • Network and Firewalls
  • Ticketing and Documentation Systems

 Experience and Skills Requirements:

• Must have outstanding communications skills and customer service skills for both over the phone and in-person
• Past experience working as a software developer or coding focused role
• Keep interest in coding, automation and AI
• Atleast 4+ years MSP experience supporting multiple customers at the same time
• Relevant certifications in Automation/RPA (e.g., Microsoft Power Platform, UiPath).
• ITIL Foundation certification is highly regarded.
• Must have MSP experience and ability to multitask and deal with multiple customers in varying IT capability
• Exposure and understanding of EOS and TruMethods is good to have
• Tertiary qualifications in Information Technology or Computer Science (desirable)
• Overall support experience across Microsoft 365, Windows Server, Active Directory and Exchange server, TCP/IP + DNS + DHCP and Azure knowledge
• Excellent communication customer service skills

Are you interested in this position?
Apply by clicking on the “Apply Now” button below!
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