IT Operations Engineer

About Ai71

The Role

It Operations Engineer

End-User Support & Workplace Experience

• **Cross-Platform Mastery:**
• Provide exceptional, tier-1 to tier-2 technical support across Windows, macOS, and Linux endpoints.
• **VIP Support:**
• Deliver white-glove, high-touch technical support to C-level executives and VP leadership, ensuring zero downtime for our leadership team.
• **Lifecycle Management:**
• Own the end-to-end Onboarding and Offboarding processes, ensuring new hires have a flawless "Day 1" experience and exit processes are secure.
• **Smart Workspace Support:**
• Maintain and troubleshoot modern meeting room AV setups (Neat), hybrid collaboration tools, and office network printers.

Itil Service Management & Infrastructure

• **Ticket Lifecycle Management**
• : Monitor, triage, and resolve incoming IT helpdesk tickets within established SLAs and manage in 89
• **Process Excellence:**
• Apply ITIL best practices to manage day-to-day Incident Management, Problem Management, Change Management, and Request Fulfilment.
• **Asset Management:**
• Track, audit, and manage the lifecycle of all hardware, software licenses, and cloud SaaS allocations.
• **Cloud Infrastructure:**
• Oversee and optimize our cloud-first IT infrastructure, ensuring maximum uptime, security, and scalability.

Innovation & Automation

• **Google-First Ecosystem:**
• Administer and optimize Google Workspace (Apps, Admin Console, MDM, Identity).
• **Automation Mindset:**
• Identify operational inefficiencies and eliminate them.
• You will leverage scripting and automation tools to streamline workflows (e.g., automated provisioning, self-service portals).
• **Application Support:**
• Manage and support our modern SaaS tool stack, ensuring tight integration and security access control.

Qualifications & Skills

• ITIL Certification
• Operating Systems: Foundational knowledge / experience supporting mac OS and Windows environments (Linux exposure is a plus).
• Cloud & Directory Basics: Basic familiarity with Google Workspace (GWS), Microsoft 365/Azure, and the concepts of Active Directory or Identity Providers (IdP).
• MDM Familiarity: Hands-on exposure to device enrolment and MDM policies (e.g., Microsoft Intune, Jamf, or JumpCloud).
• Core IT Knowledge: Solid understanding of basic networking concepts (TCP/IP, DNS, Wi-Fi troubleshooting) and hardware diagnostics.
• Attributes: Strong customer service skills, excellent communication, and a strong eagerness to learn complex infrastructure from senior team members.

What You'Ll Bring

• **5+ years of experience (UAE)**
• in a fast-paced, high-growth technology environment or start-up.
• Proven track record of managing IT infrastructure in a 100% cloud-native ecosystem (zero on-premise infrastructure).
• Demonstrated experience providing white-glove, high-touch support to VIP, VP, and C-level executives.

Why Ai71

• **Mission-Driven Work:**
• Work on cutting-edge AI applications with a talented and passionate team, solving real-world challenges in critical sectors.
• **Unparalleled Opportunity:**
• This is a chance to innovate and solve real-world challenges using AI at a company with unique access to world-leading models and resources.
• **Career Growth:**
• We offer competitive compensation, benefits, and significant career growth opportunities as a foundational member of the team.
• **World-Class Environment:**
• Enjoy a flexible working environment and the latest tools & technologies needed to do your best work.