IT Support Engineer (12-months Fixed-Term Contract – Renewable / Convertible) London

At Goodnotes, we believe that every individual holds untapped potential waiting to be unleashed. By reimagining the way we interact with information, we’re merging human creativity with the breakthrough capabilities of AI. Our renewed vision and mission drive us to create the best medium for human and AI collaboration, empowering users to explore new dimensions of productivity, creativity, and learning. Join us on this journey as we transform digital note-taking into an inspiring and innovative experience.

Our Values

• Dream big: Be visionary, strategic, and open to innovation.
• Build great things: Work in service of our users, always improving and pushing higher.
• Operate like an owner: Take responsibility with bold decision-making and bias for action.
• Win like a sports team: Be trusting and collaborative while empowering others.
• Learn and grow fast: Never stop learning and iterate fast.
• Share our passion: Share ideas and practice enthusiasm and joy.
• Be user obsessed.

About the role

We're looking for a hands-on IT Support Engineer to join our IT team in London. You'll play a key role in keeping our day-to-day technology running smoothly — supporting our teams, managing our Apple-centric device fleet, and helping implement and maintain the tools and systems that power Goodnotes. This is a great opportunity for someone who thrives in a fast-paced, collaborative environment and is passionate about delivering an exceptional internal technology experience. This role is based full-time at our London office.

This is the role for you if you're excited to work on:

• Owning critical IT operations: Be the go-to person for keeping our internal technology running smoothly across devices, SaaS platforms, and office systems. Your work will directly enable teams across the company to stay productive and focused without technical interruptions.
• Supporting and scaling an Apple-first environment: Manage and support macOS and iOS devices across the organization, including provisioning, troubleshooting, security configuration, and lifecycle management. You’ll help create a seamless and reliable employee experience in a predominantly Apple ecosystem.
• Driving operational excellence: Improve IT support workflows, ticket categorization, SLA visibility, documentation, and recurring issue management. You’ll help scale our IT operations by making support processes more efficient, structured, and proactive.
• Strengthening security and access management: Partner closely with teams across the business to manage access, enforce security policies, and maintain a secure environment as the company grows. You’ll play an important role in balancing security, usability, and operational efficiency.
• Improving employee lifecycle experiences: Collaborate with Procurement and People Ops to streamline onboarding, offboarding, hardware management, and joiner/mover/leaver processes. Your work will help ensure employees have a smooth and well-supported experience from day one.
• Exploring IT innovation and automation: Contribute to evaluating and implementing new IT tools, automation opportunities, and operational improvements. We’re looking for someone excited about modern IT practices and continuously improving how teams work through better technology and systems.

The skills you will need to be successful:

• 2–4 years of experience in IT support environment, ideally in a fast-paced, collaborative setting.
• Solid understanding of IT systems, networks, and security principles, with hands-on experience supporting end users.
• Experience managing macOS and iOS devices in a corporate environment, including MDM tools and security configuration.
• Familiarity with AI fundamentals, cloud technologies, device management platforms, and automation tools.
• Strong problem-solving skills with the ability to work independently, prioritize effectively, and communicate clearly.
• A proactive, user-focused mindset — you take ownership of issues and follow through to resolution.

The interview process:

• Talent Intro Call: A conversation with our Talent Acquisition team to dive into your experience, what motivates you, and why you're interested in joining Goodnotes.
• Take-Home Assignment: A practical task designed to assess your technical problem-solving skills in a real-world scenario.
• Role-Specific Assessment: A hands-on technical interview with one of our IT Engineers to evaluate your approach to troubleshooting and systems management.
• Hiring Manager Interview: A deeper dive into your professional background, your preferred ways of working, and the specific impact you'll have within the team.
• Values Based Panel Interview: A conversation with 2–3 team members centered on our company values. We'll discuss past experiences to see how your approach aligns with our culture.
• AI Literacy: As an AI-first company, we'll meet with one of our AI champions to discuss your curiosity, understanding, and practical use of AI tools in your daily workflow.

What's in it for you:

• Customized Growth & Wellness Budgets: We provide dedicated stipends for the things that keep you at your best, including noise-canceling headphones for deep focus, professional training, personal development, and health and wellness activities.
• Global Connectivity: While we embrace flexible work, we love seeing each other. We provide sponsored visits to our beautiful office locations to foster face-to-face collaboration.
• Company-Wide Offsites: Once a year, we gather the entire global team in person to celebrate our wins, align on our vision, and build lasting connections.
• Comprehensive Health Coverage: Your well-being is our priority. We offer premium medical insurance for you and your dependents to ensure peace of mind for your whole family.