Automation Engineer L2 at Blue Pearl Consulting Services

Job Description

• The Automation Engineer L2 is responsible for developing, maintaining, and optimizing automated solutions within the desktop and infrastructure support environment.
• This role requires a deep understanding of desktop support, engineering processes, and automation tools.
• The Automation Engineer L2 will work with a range of stakeholders to ensure effective, efficient desktop support and automated solutions that improve service delivery and reduce manual intervention.

Key Responsibilities
Automation Development and Implementation:

• Design, develop, and implement automated solutions for desktop support and engineering tasks.
• Identify and automate repetitive tasks to improve efficiency and reduce error rates in support processes.
• Collaborate with IT teams to develop automation scripts, workflows, and other solutions.

Desktop Support and Troubleshooting:

• Provide Level 2 desktop support, including installation, configuration, and troubleshooting of hardware and software.
• Address and resolve user issues on-site or remotely, escalating complex issues as required.
• Ensure the functionality and reliability of desktop environments to meet user needs.

Collaboration with IT Teams:

• Work closely with GAM (Global Asset Management) and engineering teams to identify automation opportunities.
• Participate in meetings to discuss challenges, improvements, and solutions within desktop support and automation.
• Partner with other engineers and support staff to create and maintain documentation for automated solutions.

Performance Monitoring and Optimization:

• Regularly monitor the performance and efficiency of automated solutions, troubleshooting and optimizing as necessary.
• Implement adjustments or improvements to keep automated solutions aligned with evolving business requirements.
• Track and analyze system performance metrics to identify potential areas for further automation.

Documentation and Reporting:

• Create and maintain detailed documentation of automation scripts, processes, and desktop support solutions.
• Generate reports on automation success rates, support response times, and other relevant metrics.
• Ensure that all automation documentation is updated regularly and accessible to the appropriate teams.

Skills and Qualifications

• Proven experience in desktop support and automation engineering, ideally in a Level 2 support role.
• Proficiency with automation tools and scripting languages (e.g., PowerShell, Python, Bash).
• Strong knowledge of desktop operating systems (Windows, macOS, Linux) and related software.
• Familiarity with GAM (Global Asset Management) processes and desktop support best practices.
• Excellent troubleshooting skills and attention to detail.
• Good understanding of IT infrastructure and network basics.

Preferred Qualifications:

• Certifications in relevant areas, such as CompTIA A+, ITIL, or automation-related credentials.
• Experience with GAM or similar asset management systems.
• Familiarity with remote support tools and ITSM (IT Service Management) platforms.

Personal Attributes:

• Strong problem-solving skills and a proactive approach to continuous improvement.
• Excellent communication and collaboration skills, with the ability to work effectively in cross-functional teams.
• Adaptability and willingness to learn new technologies and processes.
• High level of organization and attention to detail.