IT Support Engineer in London

Meet DeepL. DeepL is a global communications platform powered by Language AI. Since 2017, we have been on a mission to break down language barriers. Our human‐sounding translations and intelligent writing suggestions are designed with enterprise security in mind. Today, they enable over 100,000 businesses to transform communications, reach new markets, and improve productivity. Our goal is to become the global leader in Language AI, building products that drive better communication, foster connections, and make a real‐life impact. To achieve this, we need talented individuals like you to join our exciting journey.

Your responsibilities:

• You will be responsible for IT services and IT operations for DeepL team members in London as well as remote global support. This role is required to be onsite 4-5 days a week.
• You will collaborate closely with IT team members in other countries, liaise with third party providers, and ultimately ensure DeepL employees are set up with the right technology to work effectively in their roles.
• This role will report into our Senior IT Support Manager, also based in London.
• As part of our global IT Support team, you will deliver:

• First line IT support: providing the first line of support for employees with all IT‐related issues and needs, ensuring an efficient ticketing system, triage and (where necessary) escalation.
• Employee hardware and device management: ensuring all employees are set up quickly and efficiently with the devices they need to be effective in their roles.
• Office IT and connectivity: ensuring AV set up and connections in our office is fit for purpose, working collaboratively with our global office/workspace team.
• Onboarding and off‐boarding tech provisioning and training: ensuring new employees in London, UK; know how to access and use technology at DeepL effectively, efficiently and securely.
• Continuous improvement: stay up to date with relevant emerging technologies and trends and propose creative solutions for continuous improvement at DeepL.

Key Success Measures:

• First line IT support: measured through ticket response and resolution times and CSAT responses.
• Optimized and fit for purpose IT services.
• Employee feedback on our internal technology, gathered through focus groups and in biannual staff surveys.
• Evidence of strong collaboration with adjacent functions, including office/workspace, procurement and systems & integrations (engineering).
• Full compliance with legal and security needs, including information security certification requirements.
• Creative and effective solutions to scaling IT requirements, including use of third party providers and emerging technologies.

Qualities we look for:

• 5+ years of progressive experience in IT Support or IT Operations roles, preferably within a software or technology‐driven company.
• Hands‐on experience with a variety of operating systems (e.g. Windows, macOS, Linux) and enterprise applications.
• Knowledge of MDM tools, JAMF and Intunes.
• Technical acumen to be able to independently resolve the majority of local first line IT support requests, including account administration and systems access, hardware issues and troubleshooting, connectivity and network issues.
• Familiarity with ticketing systems (e.g: Jira, Zendesk, ServiceNow).
• Demonstrated experience working successfully as part of an international team, including across time zones, languages and cultures.
• Strong understanding and practical experience with IT security best practices (e.g, security standards and certifications, endpoint security, phishing awareness).
• Experience in vendor management and negotiation, building strong relationships with external IT service providers and suppliers.
• Excellent communication and interpersonal skills, focus on internal customer care, with the ability to effectively collaborate with stakeholders at all levels, both technical and non‐technical, across diverse cultures.

What we offer:

• Diverse and internationally distributed team: joining our team means becoming part of a large, global community with people of more than 90 nationalities.
• Open communication, regular feedback: as a language‐focused company, we value the importance of clear, honest communication.
• Hybrid work, flexible hours: we offer a hybrid work schedule, with team members coming into the office twice a week.
• Virtual Shares – An ownership mindset in every role.
• Regular in‐person team events.
• Monthly full‐day hacking sessions.
• 30 days of annual leave.
• Competitive benefits.

If this role and our mission resonate with you, but you’re hesitant because you don’t check all the boxes, don’t let that hold you back. At DeepL, it’s all about the value you bring and the growth we can foster together. Go ahead, apply—let’s discover your potential together. We can’t wait to meet you!

We are an equal opportunity employer. You are welcome at DeepL for who you are—we appreciate authenticity here.