IT Support Engineer (Automation & Agentic AI Workflows)

SUMMARY:

We are partnering with a globally recognised financial services organisation to recruit a Mid-Level IT Support Technician who is passionate about combining hands-on IT support with cutting-edge automation and AI-driven solutions.

This is a fantastic opportunity to join a forward-thinking, international business where technology plays a key role in enhancing service delivery and operational efficiency.

POSITION INFO:

The Role

You will play a pivotal role in delivering Level 2 IT support across a modern enterprise environment, while also driving innovation through automation and intelligent workflows.

This position blends traditional support responsibilities with the opportunity to design and implement automation and AI-driven solutions that improve user experience, reduce manual effort, and enhance service performance.

Key Responsibilities

• Provide Level 2 technical support across end-user devices, collaboration tools, identity platforms, and core business applications
• Troubleshoot complex issues, conduct root cause analysis, and implement preventative solutions
• Design and build automated workflows to streamline incident management and service requests
• Develop and support AI-driven (agentic) workflows to enhance service desk efficiency
• Create and maintain clear documentation, runbooks, and knowledge base articles
• Collaborate with internal stakeholders to identify automation opportunities and drive continuous improvement
• Contribute to IT service management practices aligned to ITIL principles
• Support basic IT security and compliance best practices

Technology Environment

You will gain exposure to a modern tech stack, including:

• ITSM tools (e.g. ServiceNow or similar)
• Scripting & automation (PowerShell, Python, APIs)
• Microsoft ecosystem (Azure AD / Entra ID, Intune, Microsoft 365)
• Automation platforms (Power Automate or similar)
• Emerging AI workflow and automation tools

Key Requirements

• 3–6 years’ experience in IT support with strong Level 2 troubleshooting capability
• Solid understanding of IT service management (ITIL-aligned) practices
• Experience supporting Windows and/or macOS environments
• Hands-on exposure to scripting or automation (PowerShell, Python, or similar)
• Strong problem-solving skills with a structured and analytical approach
• Excellent communication and customer service skills

Desirable Skills

• Experience with ITSM platforms such as ServiceNow
• Exposure to automation tools and workflow platforms
• Familiarity with integrating systems via APIs
• Interest or experience in AI-driven workflows or intelligent automation