About the Role

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.

What You'll Do

End-User Support

• 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.

User & Device Administration

• 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.

IT Operations

• 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.

Security & Compliance

• 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.

Continuous Improvement

• 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.

What We're Looking For

• 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.