IT Support Engineer (AI)

Location: London, United Kingdom; hybrid. Onsite presence is required for imaging, deployments, hardware repair, and in-person support. Occasional after-hours or weekend work may be required for maintenance windows, migrations, and escalations.

Company

Fireworks AI provides a platform for building, training, and serving specialized AI models across text, image, embedding, audio, and multimodal workloads.

What you will do

• Administer Windows and macOS endpoint management, including enrollment, configuration profiles, group policies, software distribution, imaging, deployment, and proactive remediation.
• Act as the Tier 1/2 and Tier 3 escalation point for device management, configuration drift, update failures, security policy conflicts, and endpoint performance issues.
• Administer identity and access processes, including provisioning, deprovisioning, group management, application access, FIDO2 security keys, passkeys, and biometric authentication.
• Partner with IT Engineering and security on patch management, vulnerability remediation, endpoint compliance, and security-driven remediation tickets.
• Own a high-volume ServiceNow or Jira ticket queue, support Microsoft 365, Google Workspace, conferencing, telephony, hardware assets, shipping, and recovery.
• Lead new-hire IT onboarding and create runbooks and self-service documentation in Confluence or SharePoint.

Requirements

• 5+ years of progressive experience in IT support, end user services, or systems administration.
• Strong hands-on enterprise troubleshooting experience with both Windows and macOS.
• Production experience administering at least one major MDM platform, such as JAMF Pro, Microsoft Intune, Addigy, or equivalent, including building configuration profiles and policies from scratch.
• Working knowledge of Okta, Active Directory, or Entra ID, including SSO and MFA administration.
• Experience with endpoint security and patch management tools such as BigFix, SentinelOne, Automox, or Zscaler.
• Proficiency with ServiceNow or Jira Service Management and a record of meeting SLA commitments at volume.
• Strong administration skills in Microsoft 365 and/or Google Workspace.
• Ability to work with minimal process and high ambiguity and build structure where none exists.
• Excellent written and verbal communication with a white-glove customer service approach across all organizational levels.
• Ability to lift and move IT equipment weighing up to 40 lbs.

Nice to have

• JAMF Certified Tech (JAMF 200) or higher, or Microsoft, Okta, or CompTIA certifications.
• Linux fundamentals and experience administering VMware vSphere or Hyper-V virtual machines.
• Experience supporting file share, print, or application servers on Windows Server.
• Scripting experience with PowerShell, Bash, or Python.
• Reporting and dashboarding experience with Power BI or equivalent.
• Experience supporting users across multiple international regions.

Culture & Benefits

• Collaborate with engineers and AI researchers on enterprise AI infrastructure and model serving.
• Work in a fast-growing environment focused on ownership, impact, curiosity, and innovation.
• Support a globally distributed workforce across North America and EMEA time zones.
• Provide in-person and remote support, including executive-level meeting technology support.

Hiring process

• Success in the first six months includes independent Tier 3 ownership of the Windows and macOS fleet.
• Onboarding and imaging workflows are expected to become standardized, documented, and consistently ready for day-one deployment.
• Success also includes reducing time to resolution and repeat ticket volume through documentation and automation while sustaining endpoint compliance at or above target.