AI IT Support & Help Desk Automation Engineer
Summary
Senior engineer who designs, builds, and runs AI agents that automate internal IT help desk operations — ticket triage, troubleshooting, access requests, and escalations with human-in-the-loop controls. Requires ITSM/IT ops experience, hands-on AI agent building, cloud (Azure/AWS/GCP), and scripting skills.
About the company
A global digital development firm that enables organizations of all sizes to imagine, design, build, and scale innovative digital products and technology platforms. Grounded in a mission to generate solid business results while creating positive impact in emerging communities, the company provides comprehensive services spanning product strategy, user experience design, software engineering, artificial intelligence, cloud integration, and application modernization. The firm leverages international talent across North America, Latin America, Europe, and Asia, combining agile methodologies, product-centric thinking, and relentless innovation.
About the role
We are looking for a Senior AI IT Support & Help Desk Automation Engineer to transform internal IT support operations through AI agents and intelligent workflow automation.
This position focuses on developing AI-powered solutions that automate employee support requests, troubleshooting, ticket management, and IT service delivery, while maintaining human support for complex cases and exceptions.
This is not a traditional Help Desk position. The objective is to design, implement, and continuously improve AI agents capable of executing support workflows, resolving common technical issues, and escalating requests when necessary.
We are looking for a hands-on engineer with strong IT operations knowledge and practical Agentic AI experience, capable of independently building secure automation that improves employee experience and reduces manual support effort.
Responsibilities
- Design, develop, and operate AI agents for internal IT Help Desk and employee support workflows.
- Automate ticket classification, prioritization, routing, resolution, and follow-up.
- Build AI-powered troubleshooting workflows for common employee IT issues.
- Integrate AI support agents with ITSM platforms, identity systems, and enterprise applications.
- Automate approved user administration, access requests, password-related workflows, and software support activities.
- Develop agent-driven knowledge retrieval and internal IT self-service capabilities.
- Implement secure approval workflows, escalation mechanisms, and human-in-the-loop controls.
- Use AI coding tools to develop, test, and maintain Help Desk automation integrations.
- Monitor agent performance, resolution accuracy, escalation rates, and operational efficiency.
- Ensure automated support workflows comply with access controls, security policies, and audit requirements.
- Independently identify opportunities to improve employee experience and reduce manual IT support activities.
Requirements
- Strong experience in IT Support Automation, IT Operations, ITSM, or Enterprise Service Management.
- 2+ years of hands-on experience using AI coding tools.
- 1+ year building AI agents, orchestration workflows, or agent harnesses.
- Proven experience deploying AI-powered automation in production environments.
- Experience integrating ITSM platforms through APIs and automation workflows.
- Strong understanding of enterprise identity management, user access, and internal IT support operations.
- Experience working with Azure, AWS, GCP, or equivalent cloud environments.
- Programming or scripting capabilities to build integrations and automated workflows.
- Experience designing reliable escalation, approval, and exception-handling mechanisms.
- Ability to independently lead IT automation initiatives and demonstrate measurable operational improvements.
- Strong communication skills and ability to collaborate effectively with business stakeholders.
Nice to have
- Microsoft 365 administration and Microsoft Entra ID.
- Microsoft Copilot Studio, Power Automate, or Microsoft Graph API.
- ServiceNow, Jira Service Management, or Freshservice.
- Azure OpenAI and enterprise knowledge retrieval.
- RAG-based support assistants and agentic troubleshooting.
- ITIL practices and IT service management frameworks.
- Automated employee onboarding and offboarding workflows.
Benefits
- Access to e-Learning platforms
- Access to a virtual nutritionist
- Amazing people oriented organizational culture
- Working from anywhere
- Challenging projects using the latest technologies with clients from the US