Sr. Managed Services Engineer - AI & Copilot

SHI International Corp. is a global provider of IT solutions and services. The Sr. Managed Services Engineer - AI & Copilot is responsible for supporting, designing, building, managing, and configuring solutions within customers’ managed platforms or services, ensuring optimal system performance and collaborating with various stakeholders.

Responsibilities:

• 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
• Lead and contribute to MSP projects, collaborating with internal/external customers to ensure timely delivery and alignment with business objectives
• Lead 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 lower tiers when needed based on resource constraints
• Mentor and train lower tier engineering employees and service desk employees
• Serve as an escalation point for complex incidents and drive technical direction during customer-facing engagements
• Deliver Microsoft Copilot readiness and enablement (identity, data, security, governance, licensing, and adoption)
• Design and operationalize Azure OpenAI 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 security controls aligned to Responsible AI principles

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 air for up to 10% annually for customer meetings, events, and/or office collaboration
• This position may require overtime and holiday work when 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)
• Microsoft Certified: Azure AI Engineer Associate (or ability to obtain within 6 months)
• Relevant Microsoft Copilot training/certification (as available) (or ability to obtain within 6 months)
• ITIL v3+ (or ability to obtain within 6 months)
• Strong analytical and research skills
• Excellent troubleshooting skills with the ability to diagnose complex problems
• Strong technical writing and communication skills for technical and non-technical audiences
• Ability to multitask and prioritize tasks effectively, delivering results within 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 thrive 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
• 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