Job Description
Automation and AI Engineer – Service Desk (MSP focus)
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Full time, Permanent
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Hybrid
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19d ago , from Appentency Recruitment Services
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Drivethe Future of MSP: Be at the forefront of automation workflows torevolutionise service delivery, AI integration and deploying AI Copilots.
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High-
ImpactTransformation:
Directly influence operational maturity through automationand AI by targeting reduction in manual effort and improvement inresolution times.
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StrategicInnovation:
Move beyond traditional support into a "Guardian ofStandards" role, building scalable automation frameworks that alignwith ISO and Australian security standards.
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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.
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About the role
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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.
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Must haves:
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Stronghands-on experience with MSP industry-standard tools
(ConnectWise,Autotask,
HaloPSA, or ServiceNow).
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Provenexperience in building automation workflows (Power Automate, Rewst, orsimilar low-code/No-code platforms).
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Solidunderstanding of ITIL frameworks, specifically incident, change, andservice request processes.
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Role
andResponsibilities:
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AutomationEngineering:
Ability to design, build, and deploy workflows acrossITSM/RMM toolsets.
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AI automation:Ability to identify and deploy AI based automation
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LLMOperations: Understanding of AI-assisted ticketing and the ability to tuneprompts and train AI on Knowledge Base/SOP data.
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Coding:Ability to automate processes, tasks, tools and reports using powershell orpython scripting and prompt engineering
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AnalyticalThinking:
A natural ability to identify root causes and convert manualbottlenecks into automated opportunities.
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StakeholderManagement:
Experience facilitating cross-functional workshops with NOC,SOC, and Cloud teams.
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SecurityMindset: Knowledge of Australian security standards (e.g., ASD EssentialEight) and how automation can bolster compliance.
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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 workplace.
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Provideover the phone and on-site support to the end users if required
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Analysefor root cause of the problem and fix the root cause
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Resolvingtechnical issues across the following technologies:
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M365and Azure security
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Servers
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Backupsand EDR
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Networkand Firewalls
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Experienceand Skills Requirements:
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Musthave outstanding communications skills and customer service skills forboth over the phone and in-person
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Past experienceworking as a software developer or coding focused role
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Keep interestin coding, automation and AI
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Atleast4+ years MSP experience supporting multiple customers at the same time
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Relevantcertifications
in Automation/RPA (e.g., Microsoft Power Platform, UiPath).
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ITILFoundation certification is highly regarded.
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Musthave MSP experience and ability to multitask and deal with multiplecustomers in varying IT capability
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Exposureand understanding of EOS and TruMethods is good to have
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Tertiaryqualifications
in Information Technology or Computer Science (desirable)
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Overallsupport experience across Microsoft 365, Windows Server, Active Directoryand Exchange server, TCP/IP + DNS + DHCP and Azure knowledge
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On Offer:
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Apivotal role in a tech-forward MSP that views AI as a strategic pillar.
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Continuouslearning environment with exposure to cutting-edge AI and LLM operations.
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Collaborativeculture
with a clear career path toward technical leadership inautomation.
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Opportunityto work with a diverse portfolio of Australian clients.
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CompetitiveRemuneration
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Permanentposition
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North-westernMelbourne suburb with hybrid workplace with 2 days WFH and 3 days inoffice or 100% remote location across Australia
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Goodworking environment providing a long term career
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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) (Victoria)
🏢 Appentency Recruitment Services
📍 Victoria