Tech Ops Engineer, Cleo AI

• While this role is not expected to operate as a specialist Tech Ops function, it does require accountability, strong problem solving skills, and the ability to manage systems and processes end to end
• This role is well suited to someone with solid IT operations experience who is ready to take ownership and continue developing their technical capability
• Someone comfortable owning systems, tools and processes without needing constant oversight
• A hands on and practical approach to problem solving
• Strong troubleshooting ability with attention to detail
• Curiosity and willingness to continue learning and developing technical skills
• A calm and organised approach in a changing environment
• Proven experience in an IT support or IT operations role
• Strong working knowledge of Windows and macOS environments
• Experience managing user accounts and access across SaaS platforms
• Confidence owning issues end to end and communicating progress clearly
• Ability to prioritise work independently in a fast paced environment
• Strong customer focused mindset with clear communication skills
• Exposure to Cisco Meraki networking
• Experience with endpoint security or device compliance tooling

Desirable

• We are looking for a Tech Ops Engineer to support our London office and the wider organisation
• This is a hands on role responsible for the smooth day to day operation of our workplace technology and end user systems
• You will own the delivery of reliable IT support, onboarding and off boarding, and the health of our core tooling
• You will work closely with the wider IT and Security team, gaining exposure to modern SaaS platforms, device management, networking and security, while being trusted to run the day to day operation independently
• Act as the primary owner of day to day IT operations for the London office
• Own the IT Service Desk queue and manage tickets through Jira
• Provide first and second line support to office based and remote colleagues
• Act as an escalation point for more complex or recurring issues
• Proactively identify patterns in support issues and implement long term fixes
• Own the lifecycle of Windows and macOS devices including provisioning, maintenance and troubleshooting
• Manage device deployment and compliance through Kandji
• Ensure devices meet security and configuration standards
• Maintain accurate device records and asset tracking
• Own end to end onboarding and off boarding processes
• Ensure users are set up securely and efficiently from day one
• Manage access removal promptly and accurately during off boarding
• Continuously improve onboarding and off boarding documentation and workflows
• Take ownership of day to day administration of core SaaS platforms including
• Google Workspace
• Kandji
• Jira
• Notion
• Miro
• Manage user access, permissions and licence allocation
• Perform regular access reviews and support licence optimisation
• Support the evaluation and rollout of new tools where required
• Own the reliability of meeting room technology and office AV
• Troubleshoot issues across Logitech and Crestron based setups
• Proactively identify improvements to meeting room and office tech experience
• Support the operation of the London office network
• Troubleshoot basic connectivity issues within a Cisco Meraki environment
• Work with senior team members or vendors on changes and improvements
• Maintain clear and up to date IT documentation in Notion
• Improve existing processes with a focus on reliability and user experience
• Contribute to small IT projects and office upgrades from planning through delivery
• Success will be measured by:
• Reliability of workplace technology and end user systems
• Quality and speed of onboarding and off boarding
• Reduction in recurring IT issues
• Clear documentation and well run processes
• Positive feedback from colleagues across the business