Response and Resolution Engineer II
Core
Resolve technical issues across hardware, software, and enterprise systems while building AI-driven automations to improve service desk efficiency.
Role type
Service Desk Engineer II (IT Support & Automation)
Builds
AI-driven automations for service desk operations
Domain
IT Operations / Third-Party Logistics
Deliverable
production ML models | product features | dashboards & analysis | infrastructure
Required skills
hardware troubleshooting, software troubleshooting, system configuration, root cause analysis, user account management, device imaging, asset inventory management, automation design, Jira Service Management, Power Automate, Replit, custom AI agents, ITSM platforms
Preferred skills
proactive problem-solving, systematic documentation, workflow optimization
Technologies
Microsoft Windows 10/11, Windows Server, Microsoft Office 365, Azure, Intune, Active Directory, Jira, ServiceNow
Responsibilities
Troubleshoot and resolve hardware and software issues across workstations, peripherals, phones, and enterprise systems; Provide remote support and system configuration across multiple office locations; Analyze systems, programs, and applications to identify root causes of issues; Follow established SOPs for known issues and document new troubleshooting paths; Manage user accounts, device imaging, and system configuration; Maintain accurate hardware and asset inventory records; Design, build, and maintain AI-driven automations for service desk operations; Monitor automation performance and continuously improve reliability and accuracy.
Seniority
Mid-level, hands-on IC