> Markdown version of [/jobs/ext/1921706-response-and-resolution-engineer-ii](https://www.wearedevelopers.com/jobs/ext/1921706-response-and-resolution-engineer-ii). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Response and Resolution Engineer II - **Company:** MegaCorp Logistics LLC - **Location:** Wilmington, NC, United States - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Active Directory, Artificial Intelligence, JIRA, Microsoft Azure, System Configuration, IT Management, Microsoft Office, Windows Servers, Software Engineering, Data Processing, Enterprise Software Applications, Microsoft Power Automate, Peripherals, Microsoft InTune, Servicenow, User Accounts - **Published:** August 4, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=44fb636154b406c2 ## About the Role * Composed, service-oriented professional who prioritizes user experience. * Methodical problem-solver who diagnoses issues systematically and documents findings. * Builder mindset - identifies opportunities to automate repetitive work. * Self-directed and accountable, managing workload and tickets independently. * Transparent and detail-oriented with clear documentation practices. * Discreet and trustworthy when handling sensitive systems, accounts, and data., * Microsoft Windows 10/11, Windows Server * Microsoft Office 365, Azure, Intune, Active Directory * Jira and Jira Service Management * Power Automate, Replit, custom AI agents * ServiceNow or similar ITSM platforms * Associate's degree in IT or equivalent experience * 3+ years of IT-related experience required ## Description * Resolve technical issues quickly and reliably to keep employees productive. * Provide hands-on IT support across hardware, software, and systems in a multi-office environment. * Develop and maintain AI-driven automations to improve service desk efficiency. * Apply strong technical judgment, clear communication, and proactive problem-solving., * Troubleshoot and resolve hardware and software issues across workstations, peripherals, phones, and enterprise systems. * Provide remote support and system configuration across multiple office locations. * Analyze systems, programs, and applications to identify root causes of issues. * Follow established SOPs for known issues and document new troubleshooting paths. * Manage user accounts, device imaging, and system configuration. * Maintain accurate hardware and asset inventory records. * Communicate clearly with users, providing updates, timelines, and resolution confirmation. * Prioritize support tickets and escalate issues appropriately with detailed context. Automation & Process Improvement * Design, build, and maintain AI-driven automations for service desk operations. * Use tools such as Jira Automation, Jira Service Management AI, Power Automate, Replit, and custom AI agents. * Identify workflow inefficiencies and implement scalable automation solutions. * Document automation logic, triggers, dependencies, and processes. * Monitor automation performance and continuously improve reliability and accuracy. * Collaborate with senior IT staff to test, deploy, and refine automation initiatives. * Ensure all automation solutions follow security, compliance, and data handling best practices. Success Indicators * Technical issues resolved efficiently with clear documentation to prevent repeat problems. * Positive end-user support experience through clear communication and follow-through. * Implementation of effective automations that reduce manual work and improve response times. * Well-documented tickets and solutions that strengthen team knowledge sharing. * Reliable and continuously improved automation workflows. * Strong collaboration with senior technicians and IT leadership leading to faster resolution cycles. * Long-term reduction of recurring issues and improved service desk efficiency. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [Building a Cross-Platform BLE Client with Kotlin Multiplatform and Kable](https://www.wearedevelopers.com/videos/100250-building-a-cross-platform-ble-client-with-kotlin-multiplatform-and-kable) - [Robots are coming into the wild! Full-Stack Robotics Engineers, be ready!](https://www.wearedevelopers.com/videos/479-robots-are-coming-into-the-wild-full-stack-robotics-engineers-be-ready) - [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases) - [Agentic employees in world's most downloaded FinTech app](https://www.wearedevelopers.com/videos/100123-agentic-employees-in-world-s-most-downloaded-fintech-app) ## Related Articles - [How We Built a Worry-Free System That Runs for 10+ Years – And What We’d Do Again](https://www.wearedevelopers.com/magazine/751-how-we-built-a-worry-free-system-that-runs-for-10-years-and-what-we-d-do-again) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Dev Digest 120 - Apple and peers](https://www.wearedevelopers.com/magazine/455-dev-digest-120-apple-and-peers) - [Everything a Developer Needs to Know About MCP with Neo4j](https://www.wearedevelopers.com/magazine/604-everything-a-developer-needs-to-know-about-mcp-with-neo4j) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [Dev Digest 121 - AI goes offline](https://www.wearedevelopers.com/magazine/456-dev-digest-121-ai-goes-offline)