IT Systems Support Engineer

THE ROLE

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 and databases are kept up to date. This is a hybrid role with a minimum of 3 days per week onsite. Occasional travel to Poland and Spain is required.

Main Responsibilities

• 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.
• Effectively communicate issues, incidents and problems affecting systems, services and processes across our full tech stack.
• Ensure documentation, registers and related CMDB artefacts and Smart resources are implemented and maintained to a high standard.
• Support a culture of openness, transparency and teamwork within your immediate team, wider IT team and across departments within Smart.
• Facilitate and participate in knowledge sharing activities within your immediate team, wider IT and Cyber team, and across departments within Smart.
• Promote and foster a culture of continuous improvement by example.
• Actively participate in incident management activities within the IT team and across departments within Smart.
• 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).
• Ensure only authorised access is granted and maintained to systems and services managed by Smart IT.
• 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

• Demonstrate a good level of working knowledge of the administration of productivity and collaboration platforms, including Google Workspace and Microsoft 365.
• Demonstrate a working knowledge of the management and maintenance of users, their credentials and access assignment within Identity and Access Management platforms.
• Demonstrate a practical level of working knowledge of Mobile Device Management platforms, including Intune.
• Demonstrate a high level of proficiency in working with Windows, macOS, iOS and Android operating systems.
• Demonstrate ability to manage and troubleshoot issues for users and devices within EDR, web proxy, and traffic management and inspection tooling.
• Practical experience with the configuration of TCP/IP networking and VLANs in WAN/LAN environments within local networking environments.
• Strong communication skills that deliver the right message at the right time to the right audience and at the right level.
• Data‑driven decision making with pragmatism and pace.
• Effectively identify issues, implement workarounds and find solutions to problems reported or otherwise identified within the IT environment.
• Use own initiative to discover issues and find solutions without consistently relying on others for direction and support.
• Commitment to teamwork and support for your colleagues.

Benefits

• 25 days’ holiday per year, increasing with length of service.
• £500 annual training budget to spend on professional development.
• Extensive private healthcare, including dental, eye care 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 activities such as manicures, massages and barber services.
• 50 % discount on orders from Arena Flowers, Britain’s most ethical florist.

We are committed to creating an inclusive and equitable workplace where everyone feels valued, respected, and empowered to do their best work. We welcome differences in background, experience, thinking and identity, and do not discriminate on the basis of any protected characteristic. If you require reasonable adjustments during the recruitment process or in the workplace, please 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 and if you’re ready to play your part in our continued success, we would love to meet you. We believe that diverse perspectives help us lead the way in transforming retirement, savings and financial wellbeing. Our mission is to transform retirement, savings and financial wellbeing, across all generations, around the world.