AI Support Engineer

Job Summary The Technical Support Specialist L2 serves as the Tier 2 escalation point for technical support within the organization, working closely with the Helpdesk Technician I and the Network & Security Analyst. This role goes beyond traditional support by leveraging scripts and automation workflows that improve helpdesk efficiency, reduce manual workload, and enhance the overall end-user experience. The identification and implementation of improvements is encouraged. This position is remote-friendly and operates within a collaborative, digitally connected IT team.

Key Responsibilities

• ****Tier 2 Support

• Receive and resolve escalated tickets from the Helpdesk Technician I that exceed Tier 1 scope

• Diagnose and troubleshoot complex hardware, software, OS, and application issues remotely

• Manage user accounts, permissions, and access provisioning via Active Directory or equivalent

• Document resolutions and contribute to the IT knowledge base to reduce repeat escalations

• Collaborate with the Network & Security Analyst on issues involving connectivity, access controls, or security incidents

• Coordinate remote onboarding/offboarding processes including system access provisioning and remote configuration guidance

• AI-Driven Automation & Scripting

• Write and maintain scripts (PowerShell, Python, Bash, or similar) developed with the assistance of AI tools to accelerate delivery and improve accuracy

• Identify and build automation workflows for tasks such as patch management, reporting, account provisioning, and system monitoring — using AI to enhance scope and effectiveness

• Use AI platforms and tools to generate, test, refine, and document scripts and automations

• Partner with the Network & Security Analyst to automate security checks and compliance reporting

• Continuously evaluate IT processes for automation opportunities, applying AI-assisted development practices to deliver solutions faster

• Stay current with AI tools and techniques relevant to scripting, automation, and IT operations

• Required Qualifications

• 2–4 years of experience in IT support, with demonstrated Tier 2 or escalated support experience

• 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 applied to scripting or automation (e.g., prompt engineering, AI-assisted code generation, API integrations)

• Strong analytical and troubleshooting skills

• Clear written and verbal communication skills

• Preferred Qualifications

• CompTIA A+, Network+, or equivalent certification

• Experience with ITSM platforms (ServiceNow, Jira, Zendesk, etc.)

• Familiarity with cloud environments (Azure, AWS, or Google Workspace)

• Experience with AI-assisted development tools (e.g., GitHub Copilot, Microsoft Copilot, OpenAI API, Power Automate)

• Exposure to security practices and tools in collaboration with a security-focused team member

• Soft Skills

• Self-motivated with an ability to work independently and manage competing priorities

• Curious and proactive about emerging technology, particularly AI-driven tooling

• Patient and clear when communicating technical concepts to non-technical users

• Collaborative team player who supports peers across skill levels

• Comfortable working remotely with strong async communication habits

• Location: Philippines – Open to applicants residing in Cebu or Manila.