IT Support Engineer (2nd-Level)

Overview

We are seeking a proactive and collaborative IT Support Engineer to provide high-quality 2nd-level support to our global teams. This role focuses on user support, troubleshooting, endpoint management, and maintaining a secure and compliant IT environment across our Mac OS, Google Workspace, and Office 365 environments.

The ideal candidate is detail-oriented, service-focused, and comfortable working in an environment governed by ISO 27001 and PCI-DSS controls.

Key Responsibilities

• Provide 2nd-level support to internal users across multiple regions remotely
• Support and troubleshoot Mac OS devices, hardware, and peripherals.
• Administer and support Google Workspace and Office 365 environments.
• Manage and maintain endpoints using Jamf (policies, configuration, compliance).
• Lead and execute onboarding and offboarding processes, including account provisioning, equipment preparation, and access removal.
• Perform user access management, including regular access reviews and ensuring that least-privilege access principles are maintained.
• Troubleshoot and support Cloudflare products, including Cloudflare WARP, and assist with identity/access workflows.
• Maintain accurate IT asset inventories and ensure full device lifecycle tracking.
• Carry out vulnerability management and patch management tasks across supported systems.
• Support daily use and troubleshooting of Slack, Atlassian (Jira/Confluence), and other collaboration platforms.
• Document troubleshooting steps and procedures and contribute to the internal knowledge base.

Work collaboratively with IT, DevOps, and Security teams to enhance reliability, security, and user experience.

Qualifications

• 3+ years of experience in IT Support or a similar user-facing technical role.
• Strong experience with Mac OS support and administration.
• Hands-on experience with Jamf for device management.
• Working knowledge of Google Workspace and Office 365.
• Experience executing and improving onboarding and offboarding workflows, including provisioning, hardware setup, and access lifecycle.
• Experience performing user access reviews, creating access requests, and coordinating approvals.
• Practical experience with vulnerability management and patch management.
• Experience in maintaining and reconciling asset inventory systems.
• Operational experience in ISO 27001 and PCI-DSS regulated environments.
• Clear communication skills and ability to support users of varying technical levels.
• Proactive, positive mindset, strong attention to detail, and collaborative approach.

Nice-to-Have (Desirable)

• Experience with Google Cloud Platform (GCP).
• Familiarity with Cloudflare Zero Trust / Access.
• Understanding of secure workstation baselines and endpoint hardening.
• Awareness of identity and authentication models (SSO, MFA, Conditional Access).
• Previous experience in SaaS, fintech, startup, or scale-up environments.

Personal Attributes

• Proactive, positive, and solution-oriented mindset.
• Detail-oriented and methodical in follow-through and documentation.
• Team player who collaborates well across functional groups.
• Comfortable working in a fast-paced, changing environment where ownership is key.

Benefits

• Salary: Up to £40,000 DOE
• Opportunity to help shape infrastructure strategy during AWS multi-org expansion.
• Collaborative, security-first engineering culture.
• Professional development and certification support.
• Flexible working hours and opportunity to work abroad
• 28 days holiday + local bank holidays
• Private Medical Insurance + dependant cover (Vitality)