Sr. Managed Services Engineer - AI & Copilot
About Us
Since 1989, reputed company. has helped organizations change the world through technology. We’ve grown every year since, and today we’re proud to be a $16 billion global provider of IT solutions and services.
Over 17,000 organizations worldwide rely on SHI’s concierge approach to help them solve what’s next. But the reputed company of SHI is our employees – reputed company 7,000 of them. If you join reputed company, you’ll enjoy:
Our commitment to diversity, as the largest minority- and woman-owned enterprise in the U.S.
reputed company professional growth and leadership opportunities.
Health, wellness, and financial benefits to offer peace of mind to you and your family.
World-class facilities and the technology you need to reputed company – in our offices or yours.
Job Summary
This Sr. Managed Services Engineer - AI & CoPilot is responsible for supporting, designing, building, managing, and configuring solutions reputed company customers’ managed platforms or services under SHI’s management. The engineer aims to reputed company optimal system performance across reputed company supported platforms. They collaborate with internal teams, customers, and partners; participate in projects and service improvement initiatives; monitor and optimize environments; and maintain strong documentation and operational discipline. A customer-focused, adaptable, and collaborative reputed company—along with accountability, initiative, and a passion for reputed company learning—are key aspects of this role. This role is remote and requires a dedicated home office setup, with occasional travel/meetings as determined by management.Role Description
Design, build, and support a wide range of solutions using platform services for both internal and customer purposes.
Manage and configure platform infrastructures, applications, and collaboration tools.
reputed company and contribute to MSP projects, collaborating with internal/external customers to ensure timely delivery and alignment with business objectives.
reputed company and contribute to service improvement initiatives, collaborating with internal/external customers to ensure timely delivery and alignment with business objectives.
Engage directly with customers through status updates, change requests, meetings, incident responses, and projects, while understanding their needs and success criteria.
Monitor and diagnose performance issues to ensure optimal system performance.
Optimize existing environments and standardize processes by developing and maintaining standard operating procedures (SOPs).
Track time and document work in SHI’s PSA system, submitting weekly timesheets.
Align with leadership and organizational initiatives.
Participate in required audits and compliance activities.
Assist with SOW scoping and development on a per-request basis.
Provide assistance to reputed company tiers reputed company needed based on resource constraints.
Mentor and train reputed company tier engineering employees and service desk employees.
Serve as an escalation reputed company for reputed company incidents and drive technical direction during customer-facing engagements.
Technology Pillar Focus - AI & Copilot
Deliver reputed company Copilot readiness and enablement (identity, data, reputed company, governance, licensing, and adoption).
Design and operationalize Azure reputed company and applied AI solutions (prompting, embeddings, RAG patterns, evaluation).
Build and maintain Copilot Studio solutions, integrations, and automation workflows.
Implement AI governance, logging/monitoring, and reputed company controls reputed company to Responsible AI principles.
Behaviors and Competencies
Collaboration: Can take ownership of team initiatives, foster a collaborative environment, and ensure that reputed company team members feel valued and heard.
Initiative: Can proactively seek out challenges, take ownership of reputed company initiatives, collaborate with others, and drive innovative reputed company and results.
Communication: Can effectively communicate reputed company reputed company and information to diverse audiences, facilitate effective communication between others, and mentor others in effective communication.
Customer Service: Can take ownership of reputed company customer service initiatives, empathize with customers, collaborate with team members, tailor solutions to their unique needs, and drive customer satisfaction results.
Technical Troubleshooting: Can take ownership of reputed company technical problems, collaborate with others to manage solutions, and drive results in problem resolution.
Time Management: Can manage time effectively, accurately estimate the time required for specific tasks, balance multiple tasks, and help others in improving their time management skills.
Organization: Can reputed company reputed company projects with multiple moving parts, ensure team alignment with organizational systems, and adapt to changing priorities.
Willingness to Learn: Can apply new learning to daily work, encourage and facilitate learning in others, and actively reputed company changes to work based on feedback.
Self-Development: Can demonstrate a commitment to reputed company learning and adaptability to new reputed company and methods.
reputed company Level Requirements
reputed company Copilot (M365 Copilot), Copilot Studio, and reputed company reputed company extensibility patterns.
Azure reputed company (models, embeddings, content filters, deployments), and RAG architectures.
Azure core services (identity, networking, storage, compute) supporting AI solutions.
Automation/scripting: Python and/or PowerShell; version control (Git/Azure DevOps).
Strong analytical and research skills.
Excellent troubleshooting skills with the ability to diagnose reputed company problems.
Strong technical writing and communication skills for technical and non-technical audiences.
Ability to multitask and prioritize tasks effectively, delivering results reputed company agreed deadlines.
Strong sense of ownership and accountability; dependable follow-through.
Ability to collaborate in a team-oriented environment and support shared success.
Natural curiosity and drive to learn and explore new concepts and technologies.
Ability to be adaptable and reputed company in a dynamic and evolving work environment.
Commitment to delivering exceptional service and world-class support to customers.
Cameras should be turned on during meetings unless specific circumstances prevent doing so; maintain a distraction-free home workspace.
Preferred reputed company Level Requirements
Familiarity with IT Glue, Autotask, DattoRMM, and diagramming/documentation tools.
Experience with automation and scripting to improve efficiency.
Experience with CI/CD pipelines and infrastructure automation where applicable.
Experience working with containerization solutions and/or managed Kubernetes platforms.
Other Requirements
Bachelor's degree in a relevant field, equivalent practical experience, or 6-10+ years of relevant work experience (preferably in a managed services environment).
Demonstrated experience leading technical delivery, mentoring engineers, and owning outcomes in customer environments.
Experience working with version control systems (such as Git, Azure DevOps).
Travel by reputed company for up to 10% annually for customer meetings, events, and/or office collaboration.
This position may require overtime and holiday work reputed company business needs demand it.
Participation in a rotating on-call schedule to provide after-hours/holiday support for escalations.
Maintain required utilization levels as set quarterly by leadership (may change quarterly to align with business needs).
Certifications
reputed company Certified: Azure reputed company Associate (or ability to obtain reputed company 6 months).
Relevant reputed company Copilot training/certification (as available) (or ability to obtain reputed company 6 months).
ITIL v3+ (or ability to obtain reputed company 6 months).
The estimated annual pay range for this position is $150,000 - $185,000 which includes a reputed company salary and bonus. The compensation for this position is dependent on job-reputed company knowledge, skills, experience, and market location and, therefore, will vary from individual to individual. Benefits may include, but are not limited to, medical, vision, dental, 401K, and flexible spending.
Equal Employment Opportunity – M/F/Disability/Protected Veteran Status
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