Helpdesk L3 & Automation Engineer

This is a brand new role that we have created, as we grow and expand our helpdesk in to an Automation and AI first service.
Working 50% of your week as an?Automation Engineer crafting mostly in YAML and PowerShell, to automate our help desk processes and empower the engineers to resolve issues much faster, and the other 50% as L3 Helpdesk Engineer.
We expect as the results of the automation ramp up and make our technical teams more efficient, your time in Helpdesk will decrease, and you will be given more time to focus on achieving even more results with automation development.
POSITION OUTCOMES
Use your experience and knowledge to create quality solutions to problems that will make huge positive impacts to the technical teams
Identify issues, features, problems, and solutions outside of your assigned tasks and add them to the product development queue, so that they can be addressed in the future
Work on Level 2 and Level 3 support tickets
Work with our Pia AI Champions, to get their feedback and address their challenges
POSITION RESPONSIBILITIES
Create clean and concise PowerShell / YAML code
Develop integrations utilizing REST for multiple API's and their associated applications
Be Subject Matter Expert (SME) for the knowledge topics you are responsible for (primarily?Automation?Engineering covering products such as Windows, Microsoft Office, Office 365, Active Directory, Exchange,?Microsoft Teams, OneDrive, and areas such as Desktop and Server computing, Networking, cloud computing and other areas which can be automated for the purpose of servicing IT requests and i)?
Work on tasks assigned from Team Leaders, and complete them to an acceptable level of quality and in a reasonable timeframe?
Work with other engineers, to review, gain feedback, discuss, and determine the best approach to implementation for tasks for you to complete
Create documentation when required for tasks you are working on such as instructions, guides, as-built, technical specifications, and general product documentation?
Work within the helpdesk team for up to 50% of your week, on Level 2 and 3 tickets
Embody our core company values
Aid in the fulfillment of the organisations Vision & Mission through the completion of all requested tasks within your capabilities
POSITION COMPETENCIES
Experience in a client-focused IT technical support role
Experience with an MSP preferred
Proficient in writing PowerShell scripts
Excellent communication skills, both written and verbal, being able to interact with end-users
effectively
Demonstrated high level of customer service and customer advocacy skills and proven ability to
build strong relationships with a range of clients
Ability to work independently, yet part of a collaborative team
Strong organisational and time management skills
Ability to prioritise and multitask in a fast-paced environment
Promote a culture of quality customer service in the organisation
POSITION EXPERIENCE REQUIRED
Administration and support of Microsoft Product Stack – on-prem, and cloud
MSP/Systems Engineer or equivalent Senior Service Desk support role
Strong PowerShell script writing skills
POSITION EXPERIENCE DESIRED
Experience with N-Able N-central RMM (particularly Automation Manager Package development)
Experience with ConnectWise PSA / ConnectWise Manage
Experience with BrightGauge (Particularly setting up Gauges and Dashboards)
Programming experience
REST API experience
Microsoft Exchange Administration
Azure Infrastructure Administration