IT Operations Engineer

Job Description:

AI71 is an industry leader in artificial intelligence, delivering innovative solutions that empower developers, businesses and governments to solve complex challenges. AI71 builds secure, enterprise-ready applications powered by cutting-edge technology—tailored for knowledge workers and sector-specific needs. AI71 bridges the gap between advanced AI and real-world impact. Guided by a strong commitment to research and responsibility, we create transformative solutions that drive progress and empower communities.

As an IT Operations Engineer, you will be the backbone of our daily technical operations, supporting a diverse and growing team of employees, contractors, and consultants across our physical offices and remote locations. You aren't just solving day-to-day tickets; you are an innovator who looks to automate repetitive tasks, optimize our cloud infrastructure, and ensure a seamless, secure, and friction-free technology experience for everyone—including our C-suite and VP leadership.

• 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.

• 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.

• 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.

• ITIL Certification
• Operating Systems:
  Foundational knowledge / experience supporting mac OS and Windows environments (Linux exposure is a plus).
• Cloud & Directory Basics:
  Basic familiarity with Slack, 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 Jump Cloud).
• 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.

• 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.

• 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.