Engineer I - Internal IT

As Engineer I - End User Technology Operations at Accelya, you will support end-user computing operations, device lifecycle management and IT service desk support activities, maintaining infrastructure services and contributing to the reliability and security of our enterprise IT environment across 10 global offices.

Duties & Responsibilities

• Provide day-to-day operational support and maintenance for end-user computing operations, device lifecycle management and IT service desk support, resolving incidents and service requests within agreed SLAs
• Monitor end-user computing operations, device lifecycle management and IT service desk support health using observability tools, escalating anomalies to senior engineers
• Use ServiceNow AI or equivalent, Microsoft Copilot and Claude/ChatGPT or equivalent for AI-powered IT service desk automation, intelligent incident resolution and self-service IT support to accelerate routine administration, documentation and incident investigation tasks
• Maintain accurate technical documentation, runbooks and configuration records for assigned infrastructure
• Contribute to change management processes, implementing standard changes following documented procedures
• Use generative AI (Claude, ChatGPT or equivalent, Microsoft Copilot) for technical documentation, runbook creation and incident report drafting
• Participate in on-call rotation and support escalation or equivalent processes as required

Required Experience & Skills

• 2 years of experience in End User Technology Operations or a closely related IT infrastructure role
• Good foundational knowledge of Microsoft Intune, Azure AD/Entra ID, ServiceNow ITSM, remote support tools and ITIL-aligned IT service desk operations
• Understanding of ITIL service management principles and incident/change management processes
• Strong problem-solving, documentation and communication skills
• Bachelor's degree in computer science, IT, or a related field; relevant entry-level certifications preferred

Preferred Experience & Skills

• Experience using ServiceNow AI or equivalent, Microsoft Copilot and Claude/ChatGPT or equivalent for AI-powered IT service desk automation, intelligent incident resolution and self-service IT support for AI-assisted infrastructure management, documentation and incident investigation
• Familiarity with AWS cloud services relevant to Accelya's AWS partnership
• Use of generative AI (Claude, ChatGPT or equivalent, Microsoft Copilot) for runbook creation, technical documentation and incident analysis
• Awareness of how AI is transforming IT operations including AIOps, intelligent monitoring and automated incident resolution
• Experience using Microsoft Copilot for Microsoft 365 and AI-powered self-service tools to reduce IT support contacts and improve end-user productivity