Overview
We are looking for an IT Operations Engineer to ensure the reliable operation of Firebird AI’s end-user computing environment and provide exceptional technical support across the organization. In this role, you will be responsible for supporting employees with hardware, software, user access, and IT-related issues while managing the full lifecycle of end-user devices and accounts.
- Provide first- and second-line technical support for hardware, software, networking, and workplace technology.
- Diagnose and resolve issues related to laptops, desktops, mobile devices, peripherals, printers, and conferencing equipment.
- Troubleshoot operating systems, collaboration platforms, and business applications.
- Escalate complex technical issues to the appropriate engineering teams when required.
- Provision, configure, deploy, and maintain employee laptops, workstations, and mobile devices.
- Manage user accounts, permissions, email accounts, and access requests.
- Support employee onboarding and offboarding by preparing devices, accounts, and IT resources.
- Maintain accurate inventory and lifecycle records of IT assets and equipment.
- Install, configure, and maintain hardware, software, and peripheral devices.
- Perform routine system maintenance, software updates, and patching.
- Support office networking equipment and troubleshoot connectivity issues.
- Maintain IT documentation, knowledge base articles, and operational procedures.
- Ensure endpoint devices comply with company security standards and internal policies.
- Support identity and access management processes.
- Assist with IT security initiatives and compliance activities.
- Follow security procedures and support incident response activities when required.
- Identify opportunities to improve IT support processes and employee experience.
- Develop and maintain documentation, standards, and operational procedures.
- Participate in IT infrastructure and workplace technology projects.
- Deliver a high level of customer service while promoting operational excellence.
- 5+ years of experience in IT Support, Desktop Support, or End-User Computing within a corporate or enterprise environment.
- Experience supporting IT operations in large-scale or rapidly growing organizations.
- Strong knowledge of Windows and macOS operating systems.
- Experience administering Google Workspace, Slack, Zoom, and other collaboration platforms.
- Hands-on experience provisioning, configuring, and supporting laptops, desktops, mobile devices, and peripheral equipment.
- Experience managing user identities, permissions, and access using Google Workspace or other identity and access management solutions.
- Solid understanding of networking fundamentals, including TCP/IP, DNS, DHCP, VPN, and Wi-Fi troubleshooting.
- Experience maintaining IT asset inventories and supporting onboarding and offboarding processes.
- Excellent troubleshooting, analytical, and problem-solving skills.
- Strong communication and customer service skills with the ability to support both technical and non-technical users.
- Excellent written and verbal English communication skills.
- Ability to work independently, prioritize multiple tasks, and take ownership in a fast-paced environment.
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