Senior AI IT Support & Help Desk Automation Engineer

10Pearls is seeking a Senior AI IT Support & Help Desk Automation Engineer to transform internal IT support operations through AI agents and intelligent workflow automation.This role focuses exclusively on internal employee support, with the objective of automating repetitive requests, troubleshooting workflows, ticket handling, and IT service delivery while maintaining a small human support backstop.The ideal candidate has strong IT operations knowledge and hands-on experience building AI agents that can securely execute support workflows, resolve common issues, and escalate complex cases when necessary.

This is not a traditional help desk position. The successful candidate will design, implement, and continuously improve the AI automation that delivers IT support.

Key Responsibilities

Design, develop, and operate AI agents for internal IT help desk and employee support workflows.

Automate ticket classification, prioritization, routing, resolution, and follow-up.

Build AI-powered troubleshooting workflows for common employee IT issues.

Integrate AI support agents with IT service management platforms, identity systems, and enterprise applications.

Automate approved user administration, access requests, password-related workflows, and software support activities.

Develop agent-driven knowledge retrieval and internal IT self-service capabilities.

Implement secure approval workflows, escalation mechanisms, and human-in-the-loop controls.

Use AI coding tools to build, test, and maintain help desk automation integrations.

Monitor agent performance, resolution accuracy, escalation rates, and operational efficiency.

Maintain compliance with organizational access controls, security policies, and audit requirements.

Independently identify opportunities to improve employee experience and reduce manual support effort.

Required Qualifications – Must Have

Strong experience in IT support automation, IT operations, ITSM, or enterprise service management.

2+ years of hands-on experience with AI coding tools.

1+ year building AI agents, orchestration workflows, or agent harnesses.

Demonstrated experience deploying AI-powered automation in production environments.

Experience integrating IT service management platforms with APIs and automation workflows.

Strong understanding of enterprise identity management, user access, and support operations.

Experience with Azure, AWS, GCP, or equivalent cloud environments.

Programming or scripting capabilities for building integrations and automated workflows.

Experience designing reliable escalation, approval, and exception-handling mechanisms.

Ability to independently lead IT automation initiatives and demonstrate measurable operational improvements.

Strong communication skills and ability to interact effectively with business stakeholders.

Nice to Have

Microsoft 365 administration and Microsoft Entra ID.

Microsoft Copilot Studio, Power Automate, or Microsoft Graph API.

ServiceNow, Jira Service Management, or Freshservice.

Azure OpenAI and enterprise knowledge retrieval.

RAG-based support assistants and agentic troubleshooting.

ITIL practices and IT service management frameworks.

Automated onboarding and offboarding workflows.

Benefits we offer

Access to e-Learning platforms.

Access to a virtual nutritionist

Amazing people oriented organizational culture

Working from anywhere

Challenging projects using the latest technologies with clients from the US.