Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Provide top-notch IT support and drive AI initiatives to enhance service delivery.
- Company: Join Pendo.io, a fast-growing startup revolutionising software experiences.
- Benefits: Competitive salary, flexible work options, and opportunities for professional growth.
- Why this job: Make a real impact by improving employee experiences with innovative tech solutions.
- Qualifications: 2-5 years in IT support, strong communication skills, and a customer-first mindset.
- Other info: Dynamic culture with a focus on diversity and inclusion.
The predicted salary is between 34000 - 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.
- 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.
- 2 to 5 years of experience in an IT support or Service Desk environment.
- 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.
- 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).
- Practical experience using AI tools to automate tasks, improve workflows, or build internal utilities.
- Interest in evolving from reactive support toward proactive, AI-enabled service delivery.
IT Engineer in London employer: Pendo.io
Contact Detail:
Pendo.io Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Engineer in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT field, especially those who work at Pendo.io or similar companies. A friendly chat can lead to insider info about the role and even a referral!
✨Tip Number 2
Prepare for the interview by brushing up on your technical skills and understanding AI applications in IT. Be ready to discuss how you can leverage AI to improve service delivery – it’s a hot topic for this role!
✨Tip Number 3
Show off your problem-solving skills during interviews. Use real-life examples of how you've tackled tricky IT issues before. This will demonstrate your hands-on experience and customer-first mindset.
✨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 Pendo team!
We think you need these skills to ace IT Engineer in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the IT Engineer role. Highlight your experience in IT support, especially with macOS and Windows, and any relevant AI projects you've worked on. We want to see how your skills align with what we're looking for!
Show Off Your Communication Skills: Since this role involves a lot of interaction with EMEA teammates, it's crucial to showcase your strong communication skills. Use clear and concise language in your application to demonstrate that you can effectively support and advocate for employees.
Be Specific About Your Experience: When detailing your past roles, be specific about your responsibilities and achievements. Mention any experience with ticketing systems like Zendesk or tools like Google Workspace. We love seeing concrete examples of how you've made an impact in previous positions!
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 shows you're keen on joining our team at Pendo!
How to prepare for a job interview at Pendo.io
✨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 encountered in the past, as this will show your hands-on experience and problem-solving skills.
✨Showcase Your Customer-First Mindset
During the interview, highlight your communication skills and how you prioritise the needs of users. Share examples of how you've successfully resolved issues for colleagues or clients, demonstrating your empathetic approach to IT support.
✨Get Familiar with AI Tools
Since the role involves AI-driven initiatives, it’s a good idea to familiarise yourself with any AI tools you've used in the past. Be prepared to discuss how you've leveraged these tools to improve workflows or automate tasks, as this aligns with the company's focus on innovation.
✨Prepare Questions About the Role
Think of insightful questions to ask about the dual focus of the role. Inquire about how the team envisions the balance between Service Desk support and AI initiatives evolving over time. This shows your genuine interest in the position and helps you understand their expectations better.
