IT Operations Specialist

Job description

About the Institute of Foundation Models We are a dedicated research lab for building, understanding, using, and risk-managing foundation models. Our mandate is to advance research, nurture the next generation of AI builders, and drive transformative contributions to a knowledge-driven economy. **As part of our team, you’ll have the opportunity to work on the core of cutting-edge foundation model training, alongside world-class researchers, data scientists, and engineers, tackling the most fundamental and impactful challenges in AI development.** You will participate in the development of groundbreaking AI solutions that have the potential to reshape entire industries. Strategic and innovative problem-solving skills will be instrumental in establishing MBZUAI as a global hub for high-performance computing in deep learning, driving impactful discoveries that inspire the next generation of AI pioneers. ## About the Role We are seeking an experienced and highly service-oriented **IT Operations Specialist** to serve as the critical bridge between our U.S. and UAE offices. This is not a traditional help desk position; rather, it is a hands-on operational role responsible for ensuring the reliability, security, and efficiency of our end-user technology environment. The ideal candidate will combine strong systems administration expertise with exceptional customer service, enabling seamless onboarding, day-to-day operations, and global collaboration across time zones. You will play a key role in building and maintaining our IT infrastructure, supporting employees directly, and driving operational continuity across the organization. ### Key Responsibilities ### IT Operations & Infrastructure - Manage the overall health, uptime, performance, and day-to-day operation of the organization's IT environment. - Lead and support office IT initiatives, including new office setup and expansion projects. - Implement and manage office technology infrastructure, including storage solutions, networking, printers, and endpoint devices. - Establish and maintain IT policies, procedures, and operational standards. ### Security & Compliance - Maintain a secure IT environment with a strong focus on data protection, compliance, and intellectual property security. - Manage VPN access, endpoint security controls, and identity management processes. - Ensure adherence to organizational security policies and best practices. - Support security audits, compliance requirements, and risk mitigation initiatives. ### Endpoint & Device Management - Administer Mobile Device Management (MDM) platforms and endpoint management solutions. - Configure, deploy, secure, and maintain laptops, mobile devices, and other user hardware. - Manage device lifecycle processes, including provisioning, upgrades, replacements, and decommissioning. - Standardize and automate endpoint deployment and configuration where possible. ### Employee Support & Service Delivery - Serve as the face of IT for employees, providing high-touch, white-glove support across the organization. - Deliver IT onboarding and orientation for new hires. - Set up and configure laptops, software, accounts, printers, and collaboration tools. - Troubleshoot hardware, software, networking, and access issues with a strong customer-service mindset. - Ensure a seamless employee experience from onboarding through ongoing support. ### Asset & Vendor Management - Manage IT asset inventory, procurement, tracking, and lifecycle management. - Coordinate purchasing and deployment of laptops, peripherals, and office technology equipment. - Build and maintain relationships with technology vendors and service providers. - Monitor contracts, warranties, renewals, and vendor performance. ### Global Collaboration - Act as a key liaison between U.S. and UAE operations, ensuring consistent IT standards and support. - Coordinate across teams and time zones to maintain operational continuity and service excellence. - Support business growth through scalable and efficient technology operations. ### Academic Qualifications - 5–7 years of experience in IT Operations, Systems Administration, Infrastructure Support, or a related role. - Experience managing endpoint devices, MDM platforms, and enterprise IT environments. - Strong understanding of IT security, VPN technologies, access management, and compliance best practices. - Experience supporting office infrastructure, including networking, storage solutions, printers, and collaboration technologies. - Proven experience with IT asset management and vendor management. - Excellent troubleshooting, communication, and customer service skills. - Ability to work independently in a fast-paced, high-growth environment. ### Preferred Skills - Strong operational mindset focused on reliability, continuity, and service delivery. - Comfortable balancing strategic IT initiatives with hands-on support responsibilities. - Highly organized, proactive, and detail-oriented. - Experience supporting geographically distributed teams and global operations.