Level Engineer (Human Support) - On-Site
Core
Level 2 Human Support Engineer overseeing AI-assisted workflows and providing hands-on technical support for system/network administration and Microsoft 365 environments.
Role type
Senior IC technical support engineer (AI oversight & helpdesk)
Builds
Automated support workflows, client IT environments, and secure access management
Domain
IT Operations, Managed Services, Microsoft Cloud
Required skills
System and network administration, Microsoft 365 administration, Active Directory and identity management, Helpdesk troubleshooting, PSA and RMM platform usage, Scripted workflow execution, Security incident response, Workstation provisioning
Preferred skills
Managed services experience, Multi-client environment experience, AI-assisted ticket processing, Automation framework testing
Technologies
Microsoft 365, Entra ID, Active Directory, SharePoint, NinjaRMM, Autotask PSA, Autopilot, Claude
Responsibilities
Review and authorize AI-assisted support requests, diagnose and resolve application and network connectivity issues, administer Microsoft 365 and Active Directory, troubleshoot server outages and workstation deployments, execute and verify automated workflows, respond to client support calls, maintain client inventory and security documentation, escalate complex issues, perform on-site client dispatch and travel
Seniority
Mid-level, hands-on IC