IT Service Operations Engineer

Responsibilities

• Own onsite IT service delivery across relevant country offices, including desktop support, IT asset lifecycle management, and public IT services such as conference rooms, printers, and AV.
• Keep office IT systems and equipment in optimal condition and resolve issues swiftly and effectively.
• Define, track, and manage SLAs, monitor ongoing performance, and drive service-quality improvement projects.
• Use AI tools and data analysis to automate ticket triage, identify trends, and predict service risks.
• Identify employee service needs and pain points through interviews and ticket-data analysis.
• Continuously improve service processes with AI and automation; pilot AI-assisted self-service, intelligent knowledge bases, and smart diagnosis.
• Manage service providers and onsite team members, including workforce planning, recruitment, training, daily management, appraisals, personnel development, and replacement.
• Build and scale a service-oriented onsite team, foster an AI-first mindset, and drive team adoption of AI tools.

Job requirements

• Requires a bachelor's degree or above; Computer Science, Information Technology, or a related field is preferred.
• Requires 3+ years of ITSM or onsite service-operations experience; global work experience is preferred.
• Requires fluent English for day-to-day communication; Chinese or Arabic proficiency is preferred.
• Requires familiarity with IT Helpdesk operations, IT asset management, and conference room operations.
• Requires proficiency with AI tools, including LLM-based assistants or automation platforms, to improve work and service delivery.
• Requires strong communication, team-management, problem-solving, quick-response, and cross-team collaboration skills; ability to work in a multicultural environment.

About Keeta