Hybrid IT Systems Support Engineer – Incident & Device Mgmt in London

At Smart, our mission is to transform retirement, savings and financial wellbeing, across all generations, around the world.

As an IT Systems Support Engineer your primary focus will be supporting end users and hardware within all regions to ensure consistent and reliable access to systems and services. You will also be responsible for ensuring that Smart resources within the remit of the IT department are managed and maintained in accordance with Smart policies and procedures including ensuring that registers, databases are kept up to date. This is a hybrid role with a minimum of 3 days per week onsite. Occasional travel to Poland & Spain is required.

Main responsibilities:

• To work collaboratively within your immediate team, wider IT and Cyber team and across departments within Smart.
• Ensure systems, services and processes are supported and maintained within Smart Pensions’ prescribed standards, policies and compliance frameworks.
• To effectively communicate issues, incidents and problems affecting systems, services and processes across our full tech stack.
• To ensure documentation, registers and related CMDB artefacts and Smart resources are implemented and maintained to a high standard.
• To support culture of openness, transparency and teamwork within your immediate team, wider IT team and across departments within Smart.
• To facilitate and participate in knowledge sharing activities within your immediate team, wider IT and Cyber team and across departments within Smart.
• To promote and by example and foster a culture of continuous improvement.
• Actively participate in incident management activities within the IT team and across departments within Smart.
• To ensure devices remain compliant with Smart’s policies, configuration policies and adopted standards e.g. Smart Corporate IT Vulnerability and Patching Management Policy, CIS Benchmarks, ISO27001.
• Ensuring only authorised access is granted and maintained to systems and services managed by Smart IT.
• To manage and maintain user and device lifecycle management with Smart's own and adapted policies, processes and procedures.
• Other activities as required.

WHO WE ARE LOOKING FOR

The skills, experience, and aptitudes we are looking for are listed below but please don’t be discouraged from applying if you don’t meet every single one of these criteria – having a ‘can do’ attitude is sometimes more important than being able to tick every box:

• You are able to demonstrate a good level of working knowledge of the administration of productivity and collaboration platforms including Google Workspace and Microsoft 365.
• You are able to demonstrate a working knowledge in the management, maintenance of users, their credentials and access assignment within Identity and Access Management platforms.
• You are able to demonstrate a practical level of working knowledge of Mobile Device Management platforms including InTune.
• You are able to demonstrate a high level of proficiency in working with Windows, MacOS, IOS and Android operating systems.
• You are able to demonstrate the ability to manage and troubleshoot issues for users and devices within EDR, web proxy, and traffic management and inspection tooling.
• You have practical experience with the configuration of TCP/IP networking and VLANs in WAN/LAN environments within local networking environments.
• You are able to demonstrate strong communication skills that deliver the right message at the right time to the right audience and at the right level.
• You are able to demonstrate the ability to make data driven decisions with pragmatism and at pace.
• You are able to demonstrate the ability to effectively identify issues, implement workarounds and find solutions to problems reported or otherwise identified within the IT environment.
• You are able to use your own initiative to discover issues and find solutions without having to consistently rely on others for direction and support.
• You can, above all, demonstrate a commitment to teamwork and support for your colleagues.

WHO WE ARE

We work in partnerships with governments and financial institutions in the UK and internationally. Our cloud-native digital platform is revolutionising how people around the world think about, and save for, their retirement. At heart, we’re a financial technology business. What we do is all about innovation, and using the power of digital change to put the customer first. Our Engineers will tell you that working at Smart gives you the opportunity to play your part in developing world-class technological solutions, working with – and learning from – like-minded people. You’ll also find that, across our business, our colleagues love Smart’s culture, and how what we do means better financial outcomes for savers. That feels worthwhile, and it means that what we do, collectively, goes way beyond the nine to five of a typical working day.

BENEFITS

At Smart, one of the eight principles we work to is “We want happy and good people in our team”. We created a list of benefits that helps us achieve this goal:

• 25 days’ holiday per year, increasing with length of service.
• £500 annual training budget to spend on your professional development.
• Extensive private healthcare, including dental, eyecare and EAP.
• Enhanced sick leave (three months’ pay per year).
• Enhanced maternity and paternity (maternity – 6 months fully paid/paternity – 3 weeks fully paid).
• Death in service insurance cover.
• Fully-paid five-week sabbatical after five years of employment.
• In office wellbeing, such as manicures, massages and barbers.
• Smart employees also enjoy a 50% discount on orders from our sister company Arena Flowers, Britain's most ethical florist.

At Smart, we are committed to creating an inclusive and equitable workplace where everyone feels valued, respected, and empowered to do their best work. We believe that diverse perspectives help us lead the way in transforming retirement, savings, and financial wellbeing. We welcome differences in background, experience, thinking, and identity, and we recognise that innovation is strongest when it is built on inclusion and fairness. We encourage applications from people of all backgrounds and experiences and do not discriminate on the basis of any protected characteristic. If you require any reasonable adjustments during the recruitment process or in the workplace, we encourage you to let us know - we are committed to supporting you. We think Smart is an awesome place to work. If it sounds like somewhere you’d like to work, too, and if you’re ready to play your part in our continued success in the future, then naturally we’d love to meet you.