IT Operations Engineer

About AI71:

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.

The Role:

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.

What You'll Do:

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.