Senior Managed Services Engineer - AI & Copilot Solutions

Job Summary

The Senior Managed Services Engineer - AI & Copilot Solutions plays a crucial role in the support, design, construction, and optimization of managed platforms and services within our organization. This position focuses on ensuring optimal system performance while collaborating with internal teams, customers, and partners. The ideal candidate will embrace a customer-centric approach, demonstrate adaptability, and exhibit a strong commitment to continuous learning.

Role Description

• Design and build innovative solutions leveraging platform services for internal and customer applications.
• Manage and configure infrastructure, applications, and collaboration tools.
• Lead and contribute to Managed Services Provider (MSP) projects, ensuring alignment with business goals.
• Drive service improvement initiatives that enhance overall service delivery.
• Engage with customers through regular updates, meetings, and project timelines, ensuring their needs and success criteria are met.
• Monitor system performance to promptly address and diagnose any issues.
• Standardize processes and optimize environments by developing and maintaining Standard Operating Procedures (SOPs).
• Accurate documentation of time and work using the organization’s PSA system.
• Participate in audits and compliance tasks as required.
• Assist in Statement of Work (SOW) development upon request.
• Provide guidance and support to less experienced engineers and service desk personnel.
• Serve as an escalation point for complex incidents, providing technical leadership during customer engagements.

Technology Focus - AI & Copilot

• Facilitate Microsoft Copilot readiness and enablement, focusing on identity, data, security, governance, licensing, and adoption.
• Design and operationalize Azure OpenAI and applied AI solutions, including prompting and embeddings.
• Build and maintain Copilot Studio solutions alongside integrations and automation workflows.
• Implement AI governance and security measures aligned with Responsible AI principles.

Desired Behaviors and Competencies

• Collaboration: Foster an inclusive environment, ensuring all team members are valued.
• Initiative: Proactively seek challenges and drive innovation.
• Communication: Effectively convey complex information to diverse audiences.
• Customer Service: Address complex customer service needs with empathy and tailored solutions.
• Technical Troubleshooting: Tackle complex technical issues and drive resolutions.
• Time Management: Efficiently juggle multiple tasks while delivering results on deadline.
• Organization: Manage complex projects ensuring team alignment and responsiveness.
• Willingness to Learn: Embrace new knowledge and encourage learning within others.
• Self-Development: Commit to ongoing learning and adaptability to new methodologies.

Skill Level Requirements

• Expertise in Microsoft Copilot (M365 Copilot), Copilot Studio, and Microsoft extensibility patterns.
• Proficient in Azure OpenAI, core Azure services, and supporting AI solutions.
• Strong scripting skills in Python and/or PowerShell, and experience with version control systems.
• Excellent analytical, troubleshooting, technical writing, and communication skills.
• Adept at multitasking and prioritizing effectively within tight deadlines.
• Strong accountability and dependability in following through with tasks.
• A collaborative mindset with a focus on shared success and support.
• A natural curiosity and drive for exploring new technologies.
• Ability to thrive in a dynamic work environment.
• Dedication to providing exceptional service and support to clients.

Preferred Skill Level Requirements

• Familiarity with IT Glue, Autotask, and DattoRMM.
• Experience in automation and scripting for efficiency enhancement.
• Knowledge of CI/CD pipelines and infrastructure automation.
• Experience with containerization and Kubernetes platforms.

Other Requirements

• Bachelor's degree in a relevant field or equivalent practical experience, with 6-10+ years in a managed services role.
• Proven experience leading technical projects and mentoring teams.
• Comfortable with business travel up to 10% for customer engagements.
• Participation in a rotating on-call schedule to provide after-hours support.
• Maintain quarterly utilization levels as defined by leadership.
• Certifications: Microsoft Certified: Azure AI Engineer Associate (or willing to obtain), relevant Microsoft Copilot training (or willing to obtain), and ITIL v3+ (or willing to obtain).

Compensation

The estimated annual pay range for this position is $150,000 - $185,000, inclusive of base salary and bonus, commensurate with experience and location. Benefits may include medical, vision, dental, 401K, and flexible spending.

This position requires a dedicated home office setup. Cameras should be on during meetings unless circumstances dictate otherwise.

Equal Employment Opportunity

This organization is an equal opportunity employer, committed to diversity and inclusion.