What will you do
Ticket Management: Own and manage the support ticket queue end-to-end, prioritising and resolving basic to complex issues.
MDM & Device Management: Administer Jamf Pro and ManageEngine Endpoint Central for macOS/iOS and Windows device fleets, including enrolment, configuration profiles, and app deployment.
Application & Workflow Administration: Administer core business applications including Google Workspace, Google Cloud Platform, Atlassian (Jira, Confluence), and Zendesk, and more supporting configuration, permissions, and process design.
Process Automation & AI: Identify repetitive or manual IT processes and build automated workflows using AI tools and scripting to reduce operational overhead.
User Account & Access Management: Own the onboarding/off-boarding lifecycle across Google Workspace, MDM, and business applications, ensuring access is provisioned and revoked correctly and securely.
Service Request Fulfilment: Handle and resolve service requests that from first-line support to more complex requests, working independently and knowing when to loop in the IT Manager.
Incident Management: Log, triage, and drive incidents to resolution, ensuring timely fixes, clear root-cause documentation, and proactive communication with affected users.
Training and Knowledge Sharing: Provide training and share knowledge with users and junior colleagues on IT tasks, tooling, and best practices.
Troubleshooting: Diagnose and resolve complex technical issues across devices, applications, and infrastructure, escalating to the IT Manager only where necessary.
User Assistance: Support users with day-to-day IT needs, from password resets and hardware maintenance to more involved application and access issues.
Escalation: Act as the escalation point and know when to bring in the IT Manager or third-party vendors for the most complex issues.
Customer Service: Maintain a high standard of customer service and clear communication with users across all levels of the business.
Out of hours working: Certain IT projects and activities may need to be carried out outside normal business hours to avoid disrupting day-to-day operations.
Documentation: Create and maintain clear documentation for processes, common issues, and configurations across MDM, applications, and infrastructure
What will you bring
Experience in an IT support role, with a proven track record of operating as an experienced IT support engineer, including solid networking fundamentals.
Hands-on and solid technical knowledge experience in Mac and Windows operating systems.
Solid working experience with core business applications, in particular Google Workspace, Google Cloud Platform (admin console, security settings), Jamf Pro, ManageEngine Endpoint Central, ThreatDown (Malwarebytes), Atlassian and Zendesk.
Excellent troubleshooting and problem-solving skills within Mac, Windows and enterprise IT environments.
Proficiency with ITSM platforms like Zendesk, using them for ticketing, incident tracking, and workflow automation.
A proactive, customer-first mindset, with strong written and verbal communication skills to support both technical and non-technical audiences.
A genuine interest in using AI and automation to improve IT operations and workflows — you spot the repetitive task and go build the fix, rather than waiting to be asked.
Scripting experience for automating routine tasks and reporting; Python is a bonus but not essential.
A meticulous approach to IT operations, ensuring precision and attention to detail in your work.
A drive for continuous improvement — streamlining IT processes, reducing manual work, and being a strong team player alongside the IT Manager.
Overview
Role
IT Support Engineer
Location
London
Employment
Full Time
Team
Product
