At a Glance
- Tasks: Provide top-notch IT support and drive AI initiatives to enhance service delivery.
- Company: Join Pendo, a fast-growing startup focused on improving software experiences.
- Benefits: Competitive salary, diverse culture, and opportunities for professional growth.
- Other info: Dynamic work environment with a focus on collaboration and employee well-being.
- Why this job: Make a real impact by blending hands-on support with innovative AI solutions.
- Qualifications: 2-5 years in IT support, experience with AI tools, and strong communication skills.
The predicted salary is between 41000 - 46000 € per year.
We are seeking an experienced IT Engineer to serve as the primary technology support partner for our EMEA-based employees, while also helping shape how IT leverages AI to scale, automate, and rethink service delivery. This role is intentionally dual-focused. We believe initially 50-70% of your time will be spent delivering excellent Service Desk support and acting as the trusted, empathetic first point of contact for our EMEA teammates. Over time, this should reduce to 25-50%. The remaining time will focus on helping advance AI-driven initiatives that improve internal efficiency, reduce friction, and unlock new ways of working for IT and the business. We support over 900 employees globally, 60% distributed across multiple time zones. Our IT team plays a critical role in ensuring technology feels seamless, secure, and human, while continuously evolving how that support is delivered. This is a hands-on role for someone who enjoys helping people today and building smarter systems for tomorrow.
Role Responsibilities
- Act as the primary IT support owner for EMEA, providing both on-site and remote assistance.
- Deliver high-quality support via ticketing, chat, email, and walk-up interactions.
- Troubleshoot end-user issues across macOS (primarily) and Windows environments.
- Accurately document incidents, requests, and resolutions in our service management platform (Zendesk).
- Manage hardware and software assets following established lifecycle and inventory processes.
- Balance security, usability, and efficiency in all support decisions.
- Partner with global IT colleagues to support users outside of EMEA when needed.
- Advocate for employees by identifying recurring issues and working to eliminate root causes.
AI Enablement and Automation
- As Service Desk demand stabilises, you will increasingly contribute to AI-powered improvements across IT operations.
- This includes adoptive AI use, such as embedding AI into your own workflows to improve speed and quality of work, developing and refining prompts, chaining models, and automating repetitive tasks, and using AI to accelerate troubleshooting, documentation, and knowledge creation.
- It also includes transformative AI use, such as designing or contributing to AI agents, automations, or workflows that reduce ticket volume or resolution time, rethinking IT service delivery using AI capabilities that were not feasible just a few years ago, and improving the employee experience by proactively delivering answers, fixes, or guidance through AI-driven systems.
- You will also help troubleshoot, refine, and scale existing automations or AI-enabled tools, and collaborate with IT and cross-functional partners to identify high-impact opportunities for AI-driven efficiency.
- This is not AI for experimentation alone. Success is measured by real reductions in friction, faster resolution, and better employee experiences.
Minimum Qualifications
- 2 to 5 years of experience in an IT support or Service Desk environment.
- Practical experience using AI tools to automate tasks, improve workflows, or build internal utilities.
- Working knowledge of macOS and Windows operating systems.
- Familiarity with Google Workspace.
- Strong communication skills and a customer-first mindset.
- Ability to work independently while collaborating with a distributed team.
Preferred Qualifications
- Hands-on experience supporting Okta, Google Workspace, or similar SaaS platforms.
- Experience documenting technical issues clearly and consistently.
- Exposure to MDM solutions such as Jamf and Kandji (Iru).
- Interest in evolving from reactive support toward proactive, AI-enabled service delivery.
IT Engineer in Sheffield employer: Pendo.Io, Inc., Corporation
Pendo is an exceptional employer that fosters a passionate and dynamic work culture, where employees are encouraged to bring their whole selves to work. With a strong focus on employee growth and the integration of AI-driven initiatives, IT Engineers will not only provide vital support to EMEA-based colleagues but also play a key role in shaping the future of technology within the company. Located in Sheffield, UK, Pendo offers competitive salaries and a commitment to diversity and inclusion, making it a rewarding place for those seeking meaningful employment.
Contact Detail:
Pendo.Io, Inc., Corporation Recruiting Team
StudySmarter Expert Advice🤫
We think this is how you could land IT Engineer in Sheffield
✨Tip Number 1
Network like a pro! Reach out to current employees at Pendo or in similar roles on LinkedIn. Ask them about their experiences and any tips they might have for landing the IT Engineer role. Personal connections can make a huge difference!
✨Tip Number 2
Prepare for the interview by brushing up on your AI knowledge. Since this role involves AI-driven initiatives, be ready to discuss how you've used AI tools in the past and how you envision leveraging them in your future work.
✨Tip Number 3
Show off your problem-solving skills during the interview! Be prepared to tackle some real-world scenarios or technical questions that might come up. Think of it as a chance to demonstrate your troubleshooting prowess.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining the team at Pendo.
We think you need these skills to ace IT Engineer in Sheffield
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the IT Engineer role. Highlight your experience in IT support, especially with macOS and Windows, and any AI tools you've used. We want to see how your skills align with our needs!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Share your passion for IT support and how you envision leveraging AI to improve service delivery. Let us know why you're excited about joining our team at StudySmarter.
Showcase Your Problem-Solving Skills:In your application, give examples of how you've tackled tricky IT issues in the past. We love candidates who can think on their feet and come up with creative solutions, especially when it comes to enhancing user experience.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it makes the whole process smoother for everyone involved!
How to prepare for a job interview at Pendo.Io, Inc., Corporation
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of macOS and Windows operating systems, as well as Google Workspace. Be ready to discuss specific troubleshooting scenarios you've handled in the past, as this will show your practical experience and problem-solving skills.
✨Showcase Your AI Savvy
Since this role involves leveraging AI for efficiency, be prepared to talk about any experience you have with AI tools. Share examples of how you've used AI to automate tasks or improve workflows, and think about how you can apply these skills to enhance IT service delivery.
✨Emphasise Your Customer-First Mindset
This position requires a strong focus on employee support. During the interview, highlight your communication skills and provide examples of how you've advocated for users in previous roles. Show that you understand the importance of empathy in IT support.
✨Prepare for Scenario-Based Questions
Expect questions that assess your ability to handle real-world IT support situations. Practice responding to hypothetical scenarios where you need to troubleshoot an issue or manage a high-pressure situation. This will demonstrate your critical thinking and adaptability.
