IT Systems Engineer - AI Specialist

An IT Systems Engineer - AI Specialist serves as Macatawa Technologies' primary AI implementation and enablement resource. The core responsibility of this role is to deploy, operationalize, and continuously improve the use of AI internally and to support the delivery of AI services to our clients.

This position focuses first on AI-driven workflows, automation, documentation, and governance, using tools such as Microsoft Copilot and Hatz AI. Secondarily, the role provides Level 2 systems engineering support, including ticket escalations and participation in client project work as capacity allows.

This engineer works closely with the Service Manager, technical team, and leadership to ensure AI is used safely, consistently, and practically-enhancing service quality without replacing human judgment.

The position includes both remote and on-site work, operates under general supervision, and reports to the Service Manager.

Primary Responsibilities (AI-First)Internal AI Deployment & Enablement

· Lead the rollout, refinement, and day-to-day use of Microsoft Copilot and Hatz AI within Macatawa Technologies.

· Design, implement, and maintain AI-assisted workflows that improve:

o Ticket triage and prioritization

o Technician documentation and knowledge capture

o Consistency and clarity of client communications (AI-drafted, human-approved)

o Internal handoffs and operational processes

· Establish and follow human-in-the-loop standards, ensuring AI assists but does not make final decisions without review.

· Create and maintain internal AI playbooks, including:

o Approved use cases

o Prompt and workflow templates

o Data handling and privacy guidelines

o Quality control and review procedures

· Track and communicate the impact of AI usage using practical metrics such as efficiency, documentation quality, and technician adoption.

Client AI Services

· Assist in building and delivering Macatawa's client-facing AI offerings, including:

o Microsoft Copilot readiness and rollout

o End-user training and adoption support

o Practical AI usage guidance for small and mid-sized businesses

· Support AI-related client conversations by translating technical capabilities into business value and risk considerations.

· Help standardize AI service delivery through templates, checklists, and repeatable processes.

Secondary Responsibilities (Traditional MSP Work)Systems Engineering & Escalations

· Serve as a Level 2 escalation resource for complex technical issues when needed.

· Maintain, analyze, troubleshoot, and repair:

o Client workstations and servers

o Microsoft 365 environments

o Network infrastructure (firewalls, switches, wireless)

· Perform root cause analysis and ensure clear, high-quality documentation of resolutions.

Project Work

· Participate in client projects such as:

o Infrastructure upgrades

o Cloud and Microsoft 365 migrations

o Security improvements

o New technology deployments

· Take ownership of assigned project tasks, track progress, and drive completion with minimal oversight.

Do you have a valid Driver's License license?, Do you have experience in Windows Server administration?, This position requires prior professional IT experience and solid technical competency in MSP or similar environments. A degree or certifications are preferred but not required.

Required:

· Experience working in an IT ticket management system

· Valid driver's license for travel to and from client sites

· Experience managing and troubleshooting Windows desktop and server operating systems

· Experience administering Microsoft 365 environments

· Experience with business-grade networking equipment

· Strong verbal and written communication skills

· Strong customer service mindset

· Ability to prioritize tasks and manage time effectively

· Ability to take ownership of work and drive tasks to completion independently

AI-Related Expectations

· Strong interest in using AI to improve workflows, efficiency, and service quality

· Comfort learning and applying AI tools such as Microsoft Copilot and Hatz AI

· Ability to follow AI governance guidelines and exercise sound judgment around data security

· Ability to explain AI-assisted solutions to both technical and non-technical audiences

· Process-oriented mindset with attention to consistency and repeatability

Preferred / Plus Experience

· Microsoft Copilot administration or adoption experience

· Workflow automation or low-code tools

· Backup and disaster recovery platforms

· Endpoint protection and security platforms

· Mobile device management platforms

· Remote monitoring and management tools

· VoIP systems

· Azure IaaS

Pulled from the full job description

• Health insurance
• Retirement plan
• Paid time off
• Life insurance
• Paid holidays, Workweek Hours and Schedule

· Monday through Friday, 8:00 AM to 5:00 PM

· 40 hours per week with a 1-hour lunch break

· After a 90-day review period:

o Eligible for one remote workday per week

o Participation in an on-call rotation with paid stipend and time-and-a-half for billable after-hours work

Work Attire and Uniform

· Business casual (khakis, no jeans)

· Company-provided work shirts and jacket

Pay and Benefits

· Total Annual Earnings: $65,000 - $80,000 (dependent on experience and bonus incentives)

· Quarterly Bonus Program

· Overtime: Paid at 1.5x base rate

· Health Insurance

· Paid Time Off: 15 days annually

· Stayfit Program (personal health and wellbeing reimbursement)

· Simple IRA with up to 3% match

· Life Insurance

· Paid Holidays

Macatawa Technologies is an established, award-winning managed IT service provider located in downtown Holland, Michigan. We support small to mid-sized businesses with a strong emphasis on relationships, trust, and practical technology solutions. We are a team of lifelong learners who value humility, accountability, and work-life balance. We believe AI should enhance our work and improve outcomes for our clients-without sacrificing responsibility or human connection. Pay: $65,000.00 - $80,000.00 per year