Automation and AI Engineer – Service Desk (MSP focus)

Job Description

• Drive the Future of MSP: Be at the forefront of automation workflows to revolutionise service delivery, AI integration and deploying AI Copilots.
• High-Impact Transformation: Directly influence operational maturity through automation and AI by targeting reduction in manual effort and improvement in resolution times.
• Strategic Innovation: Move beyond traditional support into a "Guardian of Standards" role, building scalable automation frameworks that align with ISO and Australian security standards.

Our client is security-focused technology strategist dedicated to helping Australian organisations strategically stay ahead of the game. They envision a world where people harness technology to push the boundaries of what is possible.

About the role

The Automation & AI Engineer will be part of the Service Desk Operations. You are the architect of efficiency. Your mission is to enhance MSP service delivery by designing, coding and automating workflows and deploying AI-driven capabilities. You will work across service desk, cloud, infrastructure, and security teams to identify high-impact automation opportunities, reduce SLA breaches, and embed AI into the daily DNA of the operations. You aren't just fixing tickets; you are building the systems that resolve them automatically.

Must haves:

• Strong hands-on experience with MSP industry-standard tools (ConnectWise, Autotask, HaloPSA, or ServiceNow).
• Proven experience in building automation workflows (Power Automate, Rewst, or similar low-code/No-code platforms).
• Solid understanding of ITIL frameworks, specifically incident, change, and service request processes.

Role and Responsibilities:

• Automation Engineering: Ability to design, build, and deploy workflows across ITSM/RMM toolsets.
• AI automation: Ability to identify and deploy AI based automation
• LLM Operations: Understanding of AI-assisted ticketing and the ability to tune prompts and train AI on Knowledge Base/SOP data.
• Coding: Ability to automate processes, tasks, tools and reports using powershell or python scripting and prompt engineering
• Analytical Thinking: A natural ability to identify root causes and convert manual bottlenecks into automated opportunities.
• Stakeholder Management: Experience facilitating cross-functional workshops with NOC, SOC, and Cloud teams.
• Security Mindset: Knowledge of Australian security standards (e.g., ASD Essential Eight) and how automation can bolster compliance.
• Client Management: Experience facilitating client workshops to indentify AI focused automation opportunities and/or to transfer knowledge to the client about the AI deployment rolled-out in the client environment.
• Provide over the phone and on-site support to the end users if required
• Analyse for root cause of the problem and fix the root cause
• Maintain problem documentation
• Resolving technical issues across the following technologies:
• M365 and Azure security
• M365 across exchange, security, Intune, End pint manager, SharePoint, defender etc
• Azure
• Servers
• Backups and EDR
• Network and Firewalls
• Ticketing and Documentation Systems

 Experience and Skills Requirements:

• Must have outstanding communications skills and customer service skills for both over the phone and in-person
• Past experience working as a software developer or coding focused role
• Keep interest in coding, automation and AI
• Atleast 4+ years MSP experience supporting multiple customers at the same time
• Relevant certifications in Automation/RPA (e.g., Microsoft Power Platform, UiPath).
• ITIL Foundation certification is highly regarded.
• Must have MSP experience and ability to multitask and deal with multiple customers in varying IT capability
• Exposure and understanding of EOS and TruMethods is good to have
• Tertiary qualifications in Information Technology or Computer Science (desirable)
• Overall support experience across Microsoft 365, Windows Server, Active Directory and Exchange server, TCP/IP + DNS + DHCP and Azure knowledge
• Excellent communication customer service skills

On Offer:

• A pivotal role in a tech-forward MSP that views AI as a strategic pillar.
• Continuous learning environment with exposure to cutting-edge AI and LLM operations.
• Collaborative culture with a clear career path toward technical leadership in automation.
• Opportunity to work with a diverse portfolio of Australian clients.
• Competitive Remuneration
• Permanent position
• North-western Melbourne suburb with hybrid workplace with 2 days WFH and 3 days in office or 100% remote location across Australia
• Good working environment providing a long term career

How to apply

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• If you are on our website then please apply using the “Apply Now” button below
• If you are NOT on our website then please visit our website to apply or apply via the link: https://portal.appetencyrecruitment.com.au/J-gghcg2/software-development-and-application-support-jobs/automation-and-ai-engineer-service-desk-msp-focus-melbourne.php

Other titles for this role in other organisation might be: Level 2, Service Operations Automation Specialist, MSP Automation Engineer, ITSM Developer, AI Implementation Lead, Workflow Engineer.

Appetency Recruitment Service @ 1300 507 007

Joy of Success | IT & Digital Recruitment Specialists | Melbourne | Sydney

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