Automation and AI Engineer – Service Desk (MSP focus)

Full time, Permanent

Hybrid

19d ago , from Appentency Recruitment Services

- Drivethe Future of MSP: Be at the forefront of automation workflows torevolutionise service delivery, AI integration and deploying AI Copilots.
- High-ImpactTransformation: Directly influence operational maturity through automationand AI by targeting reduction in manual effort and improvement inresolution times.
- StrategicInnovation: Move beyond traditional support into a "Guardian ofStandards" role, building scalable automation frameworks that alignwith ISO and Australian security standards.

Our clientis security-focused technology strategist dedicated to helping Australianorganisations strategically stay ahead of the game. They envision a world wherepeople harness technology to push the boundaries of what is possible.

About the role

The Automation& AI Engineer will be part of the Service Desk Operations. You are thearchitect of efficiency. Your mission is to enhance MSP service delivery bydesigning, coding and automating workflows and deploying AI-drivencapabilities. You will work across service desk, cloud, infrastructure, andsecurity teams to identify high-impact automation opportunities, reduce SLAbreaches, and embed AI into the daily DNA of the operations. You aren't justfixing tickets; you are building the systems that resolve them automatically.

Must haves:

- Stronghands-on experience with MSP industry-standard tools (ConnectWise,Autotask, HaloPSA, or ServiceNow).
- Provenexperience in building automation workflows (Power Automate, Rewst, orsimilar low-code/No-code platforms).
- Solidunderstanding of ITIL frameworks, specifically incident, change, andservice request processes.

Role andResponsibilities:

- AutomationEngineering:



Ability to design, build, and deploy workflows acrossITSM/RMM toolsets.
- AI automation:Ability to identify and deploy AI based automation
- LLMOperations: Understanding of AI-assisted ticketing and the ability to tuneprompts and train AI on Knowledge Base/SOP data.
- Coding:Ability to automate processes, tasks, tools and reports using powershell orpython scripting and prompt engineering
- AnalyticalThinking: A natural ability to identify root causes and convert manualbottlenecks into automated opportunities.
- StakeholderManagement: Experience facilitating cross-functional workshops with NOC,SOC, and Cloud teams.
- SecurityMindset: Knowledge of Australian security standards (e.g., ASD EssentialEight) and how automation can bolster compliance.
- ClientManagement: Experience facilitating client workshops to indentify AI focusedautomation opportunities and/or to transfer knowledge to the client about theAI deployment rolled-out in the client environment.
- Provideover the phone and on-site support to the end users if required
- Analysefor root cause of the problem and fix the root cause
- Resolvingtechnical issues across the following technologies:
- M365and Azure security
- Servers
- Backupsand EDR
- Networkand Firewalls

Experienceand Skills Requirements:

- Musthave outstanding communications skills and customer service skills forboth over the phone and in-person




- Past experienceworking as a software developer or coding focused role
- Keep interestin coding, automation and AI
- Atleast4+ years MSP experience supporting multiple customers at the same time
- Relevantcertifications in Automation/RPA (e.g., Microsoft Power Platform, UiPath).
- ITILFoundation certification is highly regarded.
- Musthave MSP experience and ability to multitask and deal with multiplecustomers in varying IT capability
- Exposureand understanding of EOS and TruMethods is good to have
- Tertiaryqualifications in Information Technology or Computer Science (desirable)
- Overallsupport experience across Microsoft 365, Windows Server, Active Directoryand Exchange server, TCP/IP + DNS + DHCP and Azure knowledge

On Offer:

- Apivotal role in a tech-forward MSP that views AI as a strategic pillar.
- Continuouslearning environment with exposure to cutting-edge AI and LLM operations.
- Collaborativeculture with a clear career path toward technical leadership inautomation.
- Opportunityto work with a diverse portfolio of Australian clients.
- CompetitiveRemuneration
- Permanentposition
- North-westernMelbourne suburb with hybrid workplace with 2 days WFH and 3 days inoffice or 100% remote location across Australia
- Goodworking workplace providing a long term career

Other titles for thisrole in other organisation might be: Level 2, Service Operations AutomationSpecialist, MSP Automation Engineer, ITSM Developer, AI Implementation Lead,Workflow Engineer.

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📌 Automation and AI Engineer – Service Desk (MSP focus) (Melbourne)
🏢 Appentency Recruitment Services
📍 Melbourne