IT Support Engineer / AI & Automation Specialist

About the role

We are looking for an IT Support Engineer with a strong focus on AI and automation to deliver remote Tier 2/3 support for our managed‑service clients in the United States. The position is based in our Barranquilla office and involves troubleshooting hardware, software, network and cloud environments while identifying opportunities for workflow automation.

Key responsibilities

• Provide remote Tier 1‑3 technical support for desktops, servers, networks, firewalls and Microsoft 365 services.
• Diagnose and resolve complex issues, documenting detailed tickets and time updates.
• Communicate solutions clearly to both technical and non‑technical users via phone and email.
• Identify repetitive client processes that can be improved through AI tools or automation.
• Assist in building Power Automate flows, Copilot Studio solutions and other workflow automations.
• Collaborate with internal teams on Managed Intelligence Practice initiatives.
• Participate in an on‑call rotation and be available 8:30 AM – 6:00 PM US EST, Monday‑Friday.

Required profile

• 5+ years of experience supporting desktops, servers, networks, switches, firewalls and Microsoft 365 environments.
• Fluent English (C1 level or higher), both spoken and written.
• Strong troubleshooting skills across Tier 1‑3, primarily Tier 2.
• Interest or experience with Power Automate, scripting, APIs, AI tools or workflow automation.

Required skills

• Desktop and server support
• Network troubleshooting, switches and firewalls
• Microsoft 365, Exchange Online, Entra ID/Azure AD, SharePoint, Teams, Intune
• Power Automate and workflow automation
• Scripting (e.g., PowerShell, Python)
• API integration
• AI tools and Copilot Studio