IT Infrastructure Engineer

Overview

We are seeking a proactive and detail-oriented First Line IT Engineer to join our new IT support team. The ideal candidate will be responsible for delivering efficient and effective first-line technical support to our internal users & teams, ensuring high standards of service and system availability. This role covers a broad range of support activities including user management, device provisioning, software allocation, and systems monitoring.

This role is based in our London office, with an expectation that you’d be with the team in-person 3 days a week.

About You

We’d like to hear from you if:

• Proven experience in a first-line IT support or helpdesk role.
• An understanding of ITIL, ITSM and Agile methodologies. Certifications are nice-to-have!
• Good understanding of Google admin suite, MacOS, and standard enterprise applications. Training will be provided for more niche internal applications.
• An understanding of OKTA or other IAMs is desirable.
• Familiarity with MDM platforms (Addigy for MacOS, Midore for WinOS) and EDR solutions.
• Knowledge of Windows and macOS device configuration.
• Strong communication and interpersonal skills.
• Ability to prioritise tasks and manage time effectively in a fast-paced environment.
• Able to adapt to new tools and technologies (custom in-house solutions).

What You’ll Focus On

• User Account Management: Create and manage user accounts across systems and platforms using a collated access management solution. Assign users to appropriate groups, security roles and internal chat channels. Perform password resets and support authentication issues and/or investigations.
• Application & Software Management: Manage corporate wide access to applications and software tools. Track and assign software licenses in compliance with licensing agreements.
• End User Device Management: Procure end user devices based on company standards and user requirements. Build and configure new devices to meet company specifications. Enrol devices into Mobile Device Management (MDM) and Endpoint Detection and Response (EDR) systems.
• System Monitoring & Reporting: Monitor administrative and system logs for anomalies, performance issues, and security alerts. Report issues and escalate to second-line support or management as needed.
• General Support: Provide timely and effective support for user-reported issues via ticketing system, video, phone, or in-person. Maintain accurate documentation of processes, issues, and resolutions. Collaborate with other IT team members to ensure consistent IT service delivery. First level support for our in-house clinical trials product. Occasional period of on-call work to cover colleagues based in separate geographical locations.

What we offer (UK)

• Competitive salary, plus meaningful stock options.
• Flexible working: We have an incredible office near London Bridge and encourage people to work 3 days per week from the office.
• 30 days annual leave in addition to Bank Holidays.
• £60 monthly wellness allowance, which you can spend on our company health insurance scheme through AXA, a Wellhub membership, or wellness activities and expenses of your choice!
• Enhanced Parental Leave: 16 weeks full pay for primary caregiver and 6 weeks full pay for secondary caregiver.
• £1,000 Learning and Development allowance each year to put towards courses, certifications, and development.
• Regular whole company and team events, both in person and virtually.
• Access to gym and retail discounts through our benefits platform Happl.
• A well-stocked pantry and drinks fridge, Monday breakfast spread and catered team lunch on a Thursday for the UK office every week!
• Cycle-to-work scheme and other salary sacrifice options available.

We are an equal opportunity employer committed to building a diverse and inclusive workforce. We evaluate all candidates based solely on their skills, experience, and qualifications relevant to the role. We do not discriminate on the basis of race, ethnicity, religion, gender, gender identity, sexual orientation, age, disability, veteran status, or any other legally protected status.