Service Engineer – AI Automation, Cloud & Security

Summary

SMART I.T. Services is a company focused on providing proactive managed IT services. They are seeking a Service Engineer to support end users, improve workflows through automation, and help clients adopt modern productivity tools.

Responsibilities

• Support end users and business owners with clear communication and calm troubleshooting
• Own tickets end-to-end: diagnose, resolve, document, and follow through
• Work proactively (not just break/fix): monitoring, patching, security improvements, and prevention
• Build and improve workflows using modern tooling—process automation, integrations, and orchestrated runbooks (think n8n / Zapier-style approaches, plus service workflow improvements)
• Help clients adopt modern productivity tooling (including Microsoft Copilot and AI-assisted use cases) in practical, secure ways

Skills

• Support end users and business owners with clear communication and calm troubleshooting
• Own tickets end-to-end: diagnose, resolve, document, and follow through
• Work proactively (not just break/fix): monitoring, patching, security improvements, and prevention
• Build and improve workflows using modern tooling—process automation, integrations, and orchestrated runbooks
• Help clients adopt modern productivity tooling (including Microsoft Copilot and AI-assisted use cases) in practical, secure ways
• Technologies: Microsoft 365 / Azure, Windows Server, Active Directory / Entra ID (identity), Networking: firewalls, switching, wireless, VPNs, VoIP phone systems, Cybersecurity best practices and tools, MSP operations: ticketing + RMM, Virtual desktop environments (VDI / VMware-style platforms), Cloud + 'data-center style' environments
• OpenClaw (AI framework) experience for building/operating agentic workflows
• Docker familiarity
• Kubernetes fundamentals (or curiosity to learn)
• Linux, especially Ubuntu (basic admin + troubleshooting)
• Local/private LLMs (local model setups), RAG, self-hosted agent tools, or building a small 'AI server'/lab
• Experience supporting insurance agencies / regulated SMBs
• Scripting/automation mindset (PowerShell, Python, low-code, APIs)
• Cloud/security exposure (certs welcome, not required)

Qualifications

Must Haves

• Support end users and business owners with clear communication and calm troubleshooting
• Own tickets end-to-end: diagnose, resolve, document, and follow through
• Work proactively (not just break/fix): monitoring, patching, security improvements, and prevention
• Build and improve workflows using modern tooling—process automation, integrations, and orchestrated runbooks
• Help clients adopt modern productivity tooling (including Microsoft Copilot and AI-assisted use cases) in practical, secure ways
• Technologies: Microsoft 365 / Azure, Windows Server, Active Directory / Entra ID (identity), Networking: firewalls, switching, wireless, VPNs, VoIP phone systems, Cybersecurity best practices and tools, MSP operations: ticketing + RMM, Virtual desktop environments (VDI / VMware-style platforms), Cloud + 'data-center style' environments

Nice to Haves

• OpenClaw (AI framework) experience for building/operating agentic workflows
• Docker familiarity
• Kubernetes fundamentals (or curiosity to learn)
• Linux, especially Ubuntu (basic admin + troubleshooting)
• Local/private LLMs (local model setups), RAG, self-hosted agent tools, or building a small 'AI server'/lab
• Experience supporting insurance agencies / regulated SMBs
• Scripting/automation mindset (PowerShell, Python, low-code, APIs)
• Cloud/security exposure (certs welcome, not required)

Benefits

• 401(k) retirement program
• Health insurance
• Paid time off
• Your birthday off