IT Automation Engineer

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 first-pass 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 second-level support for escalated technical issues, ensuring timely and accurate resolution.
• Collaborate with Tier 1 Service Desk to identify recurring issues and opportunities for first-pass 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 high-impact use cases for automation and AI-assisted support.
• Create and manage a knowledge base of AI-driven 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 non-standard work hours and other shifts as needs dictate. Continually build knowledge and skills, and share expertise and experience with others.

Positions directly supervised: None

Requirements

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.
• Hands-on 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 AI-based productivity or support tools.
• Strong troubleshooting and root cause analysis skills across Windows-based environments.
• Excellent communication skills — able to translate technical concepts into plain language for end-users and junior support staff.
• Passion for continuous improvement, automation, and knowledge-sharing.

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. Hands-on experience with Microsoft 365 administration (Outlook, Teams, OneDrive, SharePoint, etc.). Proven experience with Power Automate (building flows, connectors, automation design).