Job Description
Job SummaryThis Sr. Managed Services Engineer - AI & CoPilot is responsible for supporting, designing, building, managing, and configuring solutions within customers' managed platforms or services under SHI's management. The engineer aims to achieve optimal system performance across all 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 mindset—along with accountability, initiative, and a passion for continuous 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 DescriptionDesign, 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.Technology Pillar Focus - AI & CopilotDeliver 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.Behaviors and CompetenciesCollaboration: Can take ownership of team initiatives, foster a collaborative environment, and ensure that all team members feel valued and heard.Initiative: Can proactively seek out challenges, take ownership of complex initiatives, collaborate with others, and drive innovative ideas and results.Communication: Can effectively communicate complex ideas and information to diverse audiences, facilitate effective communication between others, and mentor others in effective communication.Customer Service: Can take ownership of complex 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 complex 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 oversee complex 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 make changes to work based on feedback.Self-Development: Can demonstrate a commitment to continuous learning and adaptability to new ideas and methods.Skill Level RequirementsMicrosoft Copilot (M365 Copilot), Copilot Studio, and related Microsoft extensibility patterns.Azure OpenAI (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 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 co