{"id":585344,"url":"https://alion.io/job/helpware-ai-support-engineer","title":"AI Support Engineer","company":{"id":454250,"name":"Helpware","domain":"helpware.com","url":"https://alion.io/company/helpware-2","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Breezy","truth_index":{"grade":"B","score":83,"open_postings":3,"ghost_share":0,"stale_share":0.667,"repost_share":0,"time_to_fill_p50_days":25,"computed_at":"2026-10-28T05:59:10Z"}},"role":"AI/ML","role_family":"AI/ML","seniority":"junior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Taguig, Philippines"],"countries":["PH"],"hiring_countries":["PH"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"PowerShell","optional":false},{"name":"Prompt Engineering","optional":false},{"name":"Python","optional":false},{"name":"TCP/IP","optional":false},{"name":"VPN","optional":false},{"name":"Windows","optional":false},{"name":"AWS","optional":true},{"name":"Azure","optional":true},{"name":"Copilot","optional":true},{"name":"Google Workspace","optional":true},{"name":"ITSM","optional":true},{"name":"Jira","optional":true},{"name":"OpenAI","optional":true},{"name":"Power Automate","optional":true},{"name":"ServiceNow","optional":true}],"status":"live","first_seen_at":"2026-09-08T17:48:17Z","employer_posted_date":"2026-09-27","last_verified_at":"2026-10-28T10:26:19Z","board_verified":true,"closed_at":null,"days_open":49,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":49},"description":"Job Summary The Technical Support Specialist L2 serves as the Tier 2 escalation point for technical support within the organization, working closely with the Helpdesk Technician I and the Network & Security Analyst. This role goes beyond traditional support by leveraging scripts and automation workflows that improve helpdesk efficiency, reduce manual workload, and enhance the overall end-user experience. The identification and implementation of improvements is encouraged. This position is remote-friendly and operates within a collaborative, digitally connected IT team.\nKey Responsibilities\nTier 2 Support\nReceive and resolve escalated tickets from the Helpdesk Technician I that exceed Tier 1 scope\nDiagnose and troubleshoot complex hardware, software, OS, and application issues remotely\nManage user accounts, permissions, and access provisioning via Active Directory or equivalent\nDocument resolutions and contribute to the IT knowledge base to reduce repeat escalations\nCollaborate with the Network & Security Analyst on issues involving connectivity, access controls, or security incidents\nCoordinate remote onboarding/offboarding processes including system access provisioning and remote configuration guidance\nAI-Driven Automation & Scripting\nWrite and maintain scripts (PowerShell, Python, Bash, or similar) developed with the assistance of AI tools to accelerate delivery and improve accuracy\nIdentify and build automation workflows for tasks such as patch management, reporting, account provisioning, and system monitoring - using AI to enhance scope and effectiveness\nUse AI platforms and tools to generate, test, refine, and document scripts and automations\nPartner with the Network & Security Analyst to automate security checks and compliance reporting\nContinuously evaluate IT processes for automation opportunities, applying AI-assisted development practices to deliver solutions faster\nStay current with AI tools and techniques relevant to scripting, automation, and IT operations\nRequired Qualifications\n2-4 years of experience in IT support, with demonstrated Tier 2 or escalated support experience\nProficiency with Windows and/or macOS environments\nHands-on scripting experience in PowerShell, Python, or Bash\nFamiliarity with Active Directory, Microsoft 365, and common enterprise applications\nBasic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN)\nWorking knowledge of AI tools applied to scripting or automation (e.g., prompt engineering, AI-assisted code generation, API integrations)\nStrong analytical and troubleshooting skills\nClear written and verbal communication skills\nPreferred Qualifications\nCompTIA A+, Network+, or equivalent certification\nExperience with ITSM platforms (ServiceNow, Jira, Zendesk, etc.)\nFamiliarity with cloud environments (Azure, AWS, or Google Workspace)\nExperience with AI-assisted development tools (e.g., GitHub Copilot, Microsoft Copilot, OpenAI API, Power Automate)\nExposure to security practices and tools in collaboration with a security-focused team member\nSoft Skills\nSelf-motivated with an ability to work independently and manage competing priorities\nCurious and proactive about emerging technology, particularly AI-driven tooling\nPatient and clear when communicating technical concepts to non-technical users\nCollaborative team player who supports peers across skill levels\nComfortable working remotely with strong async communication habits\nLocation: Philippines - 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