Automation and AI Engineer – Service Desk (MSP focus)Full time, PermanentHybrid19d ago , from Appentency Recruitment ServicesDrivethe 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 roleThe 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 automationLLMOperations: 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 engineeringAnalyticalThinking: 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 requiredAnalysefor root cause of the problem and fix the root causeResolvingtechnical issues across the following technologies:M365and Azure securityServersBackupsand EDRNetworkand FirewallsExperienceand Skills Requirements:Musthave outstanding communications skills and customer service skills forboth over the phone and in-personPast experienceworking as a software developer or coding focused roleKeep interestin coding, automation and AIAtleast4+ years MSP experience supporting multiple customers at the same timeRelevantcertifications 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 capabilityExposureand understanding of EOS and TruMethods is good to haveTertiaryqualifications in Information Technology or Computer Science (desirable)Overallsupport experience across Microsoft 365, Windows Server, Active Directoryand Exchange server, TCP/IP + DNS + DHCP and Azure knowledgeOn 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.CompetitiveRemunerationPermanentpositionNorth-westernMelbourne suburb with hybrid workplace with 2 days WFH and 3 days inoffice or 100% remote location across AustraliaGoodworking setting providing a long term careerOther 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