IT Helpdesk Specialist, UK in London

At Similarweb, we are revolutionizing the way businesses interact with the digital world by revealing to them everything that happens online. Our unique data and solutions empower thousands of customers globally, including industry giants like Google, eBay, and Adidas, to make game-changing decisions that drive their digital strategies.

Why this role is important at Similarweb: At Similarweb, our global workforce is our greatest engine of innovation, and the IT Help Desk is the team that keeps that engine running at peak performance. We aren't looking for "ticket takers"—we are seeking exceptionally skilled IT engineers to help build a dynamic support team. You’ll work closely with IT Engineers and the IT Operations Team to provide efficient, customer-focused support across a wide range of tools, including Google Workspace, Okta, and endpoint management platforms. This role will be critical in supporting our company-wide 'AI in Motion' initiative.

The IT Helpdesk is responsible for enabling and governing the use of core AI tools like Gemini (for personal productivity in Google Workspace), ChatGPT, Base44, and Claude, while ensuring agent identity and security are managed through platforms like Okta’s identity framework. This is a great opportunity for a tech-savvy problem solver who enjoys troubleshooting, learning new technologies, and contributing to process improvements in a dynamic SaaS environment.

Key Responsibilities

• End-User Support & Resolution: Serve as the primary point of contact for technical support through a ticketing system, chat, and email, ensuring rapid and effective issue resolution. Provide expert, hands-on, and remote troubleshooting for all end-user devices running macOS and Windows operating systems. Resolve issues across a critical application stack, including Google Workspace, Okta SSO/MFA, Microsoft 365, and MDM platforms (Jamf, Kandji, Addigy, etc.). Maintain network connectivity, hardware, peripherals, and Audio/Video Conferencing systems.
• IT Operations & Lifecycle Management: Execute the full employee lifecycle for IT access: provisioning accounts, access, and devices for new hires, and securely managing offboarding processes. Manage user identities, groups, and permissions within centralized systems like Okta to ensure least-privilege access. Maintain a precise and up-to-date IT asset inventory, overseeing the complete lifecycle of laptops, accessories, and software licenses.
• Process Improvement & Knowledge: Drive process improvements and automation initiatives to enhance the efficiency and quality of IT service delivery. Create and maintain high-quality internal IT documentation and knowledge base articles. Collaborate with IT Engineering and Operations teams on projects to elevate the overall employee technology experience.

Desired Skills:

• 2–4 years of experience in IT support, helpdesk, or similar technical support role.
• Strong troubleshooting skills in both MacOS and Windows environments.
• Hands-on experience with Google Workspace administration, Okta or other identity management tools, Office 365 applications, and MDM solutions (Jamf, Kandji, Intune, etc.).
• Familiarity with onboarding/offboarding workflows and lifecycle management.
• Basic scripting knowledge (Bash, PowerShell, or Python) — a plus.
• Excellent communication and interpersonal skills, with a customer-first mindset.
• Ability to work effectively across global teams and time zones.
• Experience in a cloud-first, SaaS-heavy, and ISO27001/SOC2-compliant environment preferred.
• PLUS Certifications such as CompTIA A+, Google Workspace Administrator, MCSA, or Okta Certified Professional — a plus.

Why you’ll love being a Similarwebber:

• You’ll actually love the product you work with: Our customers aren’t our only raving fans. When we asked our employees why they chose to come work at Similarweb, 99% of them said “the product.”
• You’ll find a home for your big ideas: We encourage an open dialogue and empower employees to bring their ideas to the table.
• We offer competitive perks & benefits: We take your well-being seriously, and offer competitive compensation packages to all employees.
• You can grow your career in any direction you choose: Interested in becoming a VP or want to transition into a different department? You’ll find all the tools and opportunities you need to develop your career right here.
• Diversity isn’t just a buzzword: We strive to create a workplace that is reflective of the communities we serve, where everyone is empowered to bring their full, authentic selves to work.