Network Wireless Engineer

Conch Technologies•New York City, NY

About The Position

The role involves providing customer-focused technical support and operational services using Microsoft technologies, AI agents, and enterprise security and identity platforms. The professional will manage daily customer interactions, support incident and service-request resolution, meet service-level agreements (SLAs), and contribute to operational efficiency. The work includes security and authentication technologies such as MPD/SSD, YubiKey, and Cloud MFA. The position also focuses on automating workflows using Copilot AI agents and IcM APIs, managing inventory through automation, and reporting on service performance. The role collaborates with cross-functional teams and maintains technical documentation, standard operating procedures, and knowledge base articles.

Requirements

Prior working experience with Microsoft technologies such as Azure or Microsoft 365.
Strong verbal and written communication skills and the ability to handle customer interactions effectively.
Experience or knowledge building AI agents or working with AI-driven automation tools.
Hands-on experience with ticketing systems such as ServiceNow, Remedy, or Jira.
Analytical and problem-solving skills, with a focus on root cause analysis.
Ability to work in a fast-paced environment and maintain high efficiency.
Experience in incident management and SLA-driven support environments.

Nice To Haves

Exposure to identity and access management tools, including YubiKey and MFA solutions.
Familiarity with cloud environments and security frameworks.
Experience in report generation and performance tracking.
Understanding of enterprise support processes and documentation standards.

Responsibilities

Interact with customers daily to provide technical support and maintain high customer satisfaction.
Monitor and meet defined SLAs for incident resolution and service requests.
Use ticketing tools to log, track, and resolve issues.
Analyze incidents, classify root causes, and contribute to continuous improvement.
Automate tasks using Copilot AI agents.
Use IcM APIs to create partial or full automation for process workflows.
Develop IcM automation for incident detection and alerting, runbooks, and incident classification and prioritization.
Create inventory management processes using automation and AI agents.
Prepare reports on performance metrics, incident trends, and SLA adherence using Power BI.
Create and maintain technical documentation, SOPs, and knowledge base articles.
Collaborate with cross-functional teams to enhance service delivery and operational efficiency.
Work with security and authentication technologies such as MPD/SSD, YubiKey, and Cloud MFA.