About the role
We're looking for an IT Helpdesk Support Engineer/Technician to be the first line of technical support for employees across our multi-entity organization. You'll work in a hybrid identity environment (on-prem AD synced to Entra ID/Azure AD) alongside Google Workspace, supporting Windows and macOS users, and troubleshooting Exchange Online and Google Mail.
We currently have 2 open positions - these positions will work in shifts to support a global business, shift patterns may include working hours such as a split shift or early morning starts, your recruiter will give you more details.
In this role you will get to:
- Endpoints: Troubleshoot PC/Mac hardware, OS, and app issues; coordinate device replacement and deployment; support Intune/Jamf Pro policy and compliance
- Identity & Access: Resolve login/auth issues across AD and Entra ID; process system and software access requests; support Google Workspace accounts
- Email: Troubleshoot Exchange Online and Google Mail issues; process DL and shared mailbox requests
- Network & General Support: Basic Wi-Fi/VPN/connectivity troubleshooting; assist with change requests; handle general IT tickets
- Onboarding/Offboarding: Provision new hire access and devices; process offboarding (access revocation, device retrieval)
- Cloud Workspaces: Provision and troubleshoot AWS Workspaces for designated employees
- Ticketing: Own tickets in Jira Service Management (JSM) from intake to resolution within SLA; escalate as needed
We are looking for people who have 3–5 years in an IT helpdesk or desktop support role, working in a multi-geo environment supporting business users in multiple time zones and various productivity suites such as Microsoft and Google suites. You will have experience working UK & US teams. This role requires a strong command of English both written and spoken.
The key skills we need
- Working tickets in Jira Service Management (JSM)
- Hands-on support experience with both Windows and macOS
- Working knowledge of Active Directory and Azure AD/Entra ID (hybrid identity)
- Cloud operations fundamentals — familiarity with AWS and/or Azure (core services, basic IAM concepts)
- Familiarity with Microsoft 365 (Exchange Online, Teams, SharePoint/OneDrive)
- Basic networking knowledge (DNS, DHCP, VPN, Wi-Fi)
- Onboarding new joiners, Provisioning new laptop set up and access, including hosting live first day Onboarding meetings/inductions + Offboarding, Decommissioning of users
- Strong customer-service mindset and communication skills
You may also have
- Google Workspace administration experience
- Working knowledge of Intune and/or Jamf Pro
- Exposure to AWS Workspaces or other VDI
- Working in a complex, multi-entity/post-acquisition IT environment
- Familiarity with SSO/SAML and third-party IdPs (e.g., JumpCloud, Okta)
- Basic scripting/automation exposure (PowerShell, Bash, or Google Apps Script)
- IT certifications (CompTIA A+/Network+, Microsoft MD-102, AWS Cloud Practitioner, Jamf Certified Associate)