Information Technology Engineer

We’re looking for an experienced 2nd Line IT Engineer who is passionate about delivering outstanding support to our customers and their teams. With AI handling first-line requests, your focus is the complex work that needs a human: the escalations, the root-cause investigations and the issues that slow everyone else down. You’ll work across Microsoft and Google environments, on both MacBooks and Windows devices. You’ll also play a key role in cyber security for our clients – providing guidance, implementing security solutions, and making sure best practices are in place to protect their businesses from evolving threats. You’ll have strong attention to detail, show initiative with customers, and bring a hunger to learn and grow. And you’ll be up for supporting some of the most exciting companies in the UK, in a demanding, fast-growth environment where teamwork is everything. This is a flexible role. Our support runs across a shift pattern between 7am and 7pm, so you’ll work shifts within that window.

Location: Our office in London, Acton (hybrid working culture)

Start: ASAP

What You’ll Do

• Own second and third-line support, picking up the escalations AI and first-line can’t resolve.
• Conduct root-cause analysis to stop issues recurring.
• Use RMM to monitor device software and hardware, and to diagnose and remediate tickets.
• Be proactive with customers – resolve issues and recommend service improvements.
• Deliver best-in-class service: understand the request, resolve it, follow up appropriately.
• Monitor and respond to security alerts, ensuring protection against potential threats.
• Identify phishing and spam through our email security solution.
• Support and manage Klyk’s services, including endpoint security and cloud backup.

Build and Maintain

• Build laptops for new customer employees and run their onboarding call.
• Create and maintain documentation for internal and customer configurations and processes.

You Could Be a Great Fit If You…

• 3+ years' IT service desk experience either from MSP or in-house.
• Confident supporting and troubleshooting both MacBooks and Windows devices.
• Cyber security experience, including administering email and endpoint security.
• Experience administering Google Workspace and Microsoft 365 – managing users and groups.
• Experience managing MDM solutions such as Intune and Jamf across MacBooks and Windows.
• Experience with helpdesk platforms such as HALO (or Autotask) to manage tickets and requests.
• Experience with RMM solutions such as DattoRMM to diagnose and monitor hardware and software.
• Comfortable scripting to define components and run automations.
• Service focused – you own tickets all the way to resolution and hold to SLAs.
• Able to work under pressure, take initiative, and stay proactive.
• Comfortable on video calls with end-customers to deliver support.
• A team player who also works well independently.
• Ambitious to grow technically and develop expertise in specific tech and cyber areas.
• Purpose-driven work – make a measurable impact on reducing e‑waste and transforming how businesses use technology.
• Build something meaningful – help create the platform that powers a new generation of sustainable, automated IT services.
• Autonomy and trust – work directly with CPTO and the founding team to influence decisions from day one.
• Continuous learning – get exposure to product strategy, operations, AI workflows, and the realities of building a fast-growing tech business.
• Values-led culture – As a B Corp, we prioritise flexibility, fairness, environmental impact, and long-term thinking.

We know that the best ideas come from a team with varied perspectives and experiences. Inclusion is core to our mission. We are committed to building a kind and inclusive workplace where everyone is empowered to grow and succeed.