IT Support Engineer (Automation & Agentic AI Workflows)
MECS Africa Cape Town
The Role
You will play a pivotal role in delivering Level 2 IT support across a modern enterprise environment, while also driving innovation through automation and intelligent workflows.
This position blends traditional support responsibilities with the opportunity to design and implement automation and AI-driven solutions that improve user experience, reduce manual effort, and enhance service performance.
Key Responsibilities- Provide Level 2 technical support across end-user devices, collaboration tools, identity platforms, and core business applications
- Troubleshoot complex issues, conduct root cause analysis, and implement preventative solutions
- Design and build automated workflows to streamline incident management and service requests
- Develop and support AI-driven (agentic) workflows to enhance service desk efficiency
- Create and maintain clear documentation, runbooks, and knowledge base articles
- Collaborate with internal stakeholders to identify automation opportunities and drive continuous improvement
- Contribute to IT service management practices aligned to ITIL principles
- Support basic IT security and compliance best practices
Technology Environment
You will gain exposure to a modern tech stack, including:
- ITSM tools (e.g. ServiceNow or similar)
- Scripting & automation (PowerShell, Python, APIs)
- Microsoft ecosystem (Azure AD / Entra ID, Intune, Microsoft 365)
- Automation platforms (Power Automate or similar)
- Emerging AI workflow and automation tools
- 36 years experience in IT support with strong Level 2 troubleshooting capability
- Solid understanding of IT service management (ITIL-aligned) practices
- Experience supporting Windows and/or macOS environments
- Hands-on exposure to scripting or automation (PowerShell, Python, or similar)
- Strong problem-solving skills with a structured and analytical approach
- Excellent communication and customer service skills
- Experience with ITSM platforms such as ServiceNow
- Exposure to automation tools and workflow platforms
- Familiarity with integrating systems via APIs
- Interest or experience in AI-driven workflows or intelligent automation
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