AI Support Engineer – Tier 2 Technical Support

About the role

The AI Support Engineer provides Tier 2 technical assistance, handling escalated issues and driving automation using AI‑enhanced scripts. Working remotely within a collaborative IT team, the role focuses on improving help‑desk efficiency and user experience.

Key responsibilities

• Receive and resolve escalated tickets that exceed Tier 1 scope.
• Diagnose complex hardware, software, OS, and application problems remotely.
• Manage user accounts, permissions, and access provisioning via Active Directory or equivalent.
• Document resolutions and contribute to the IT knowledge base.
• Collaborate with Network & Security Analyst on connectivity, access controls, and security incidents.
• Coordinate remote onboarding/off‑boarding, including system access provisioning.
• Write and maintain PowerShell, Python, Bash (or similar) scripts using AI tools.
• Design automation workflows for patch management, reporting, account provisioning, and system monitoring.
• Use AI platforms to generate, test, refine, and document scripts and automations.
• Partner to automate security checks and compliance reporting.
• Continuously evaluate IT processes for automation opportunities.

Required profile

• 2–4 years of IT support experience with Tier 2 or escalated support duties.
• Proficiency with Windows and/or macOS environments.
• Hands‑on scripting experience in PowerShell, Python, or Bash.
• Familiarity with Active Directory, Microsoft 365, and common enterprise applications.
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN).
• Working knowledge of AI tools for scripting or automation (prompt engineering, AI‑assisted code generation, API integrations).
• Strong analytical, troubleshooting, and clear communication skills.

Required skills

• PowerShell
• Python
• Bash
• Active Directory
• Microsoft 365
• Windows
• macOS
• TCP/IP
• DNS
• DHCP
• VPN
• AI tools (prompt engineering, AI‑assisted code generation, API integrations)
• ITSM platforms