Platform Engineer in London

Location: London office, on-site

Reporting to: Technology & Operations Director

Role Purpose

We are looking for a proactive, service-focused AI & Platform Engineer to support the day-to-day technology needs of our business. This is primarily an on-site junior IT and platform support role, responsible for managing internal technology issues and queries, coordinating with external support partners, and acting as the first point of contact for user support across a range of business-critical systems. Alongside core support responsibilities, this role offers the opportunity to get involved in AI, automation, and systems improvement projects. The successful candidate will help identify ways to make our teams more efficient through better use of technology, automation platforms, and AI tools. This role would suit someone who genuinely enjoys helping people, is curious about technology, and wants to build a career that combines customer service, IT support, SaaS administration, and emerging automation/AI capability.

Team Purpose

The Technology & Operations function exists to support the success of the business through reliable systems, responsive support, strong supplier management, and continuous operational improvement.

Key Responsibilities

• IT Support and User Assistance
  • Provide first-line, on-site support to internal users across the London office and wider business where needed.
  • Acting as a first point of contact for IT and systems issues.
  • Logging, managing, and resolving support tickets and user queries.
  • Troubleshooting hardware, software, and access issues.
  • Supporting laptops, monitors, peripherals, meeting room technology, phones, and other end-user equipment.
  • Assisting users with Microsoft 365 and common business applications.
  • Providing support in a clear, friendly, and non-technical way.
  • Keeping users updated throughout the issue resolution process.
  • Escalating issues appropriately when required.
• Platform and SaaS Support
  • Take ownership of support tickets and administration tasks across a range of key business systems and external platforms.
  • This includes helping to manage issues, queries, user access, and supplier liaison for platforms such as SourceWhale, Clerk Chat, LinkedIn, Logic Melon, LinkedHelper, Lusha, ZoomInfo, and CV Transformer.
  • Triaging and resolving partner platform issues where possible.
  • Liaising with third-party support teams and holding issues through to resolution.
  • Managing user setup, access, permissions, and basic configuration.
  • Supporting onboarding and offboarding processes across systems.
  • Building strong working relationships with external vendors and support contacts.
  • Helping maintain documentation for platform setup, processes, and common fixes.
• Supplier and Ticket Management
  • Work closely with external IT support providers to ensure a high level of service to internal users.
  • Logging and managing tickets with external suppliers.
  • Following up to ensure timely resolution.
  • Providing context, evidence, and clear communication to speed up support.
  • Escalating where needed.
  • Tracking recurring issues and identifying patterns or opportunities for improvement.
• AI, Automation and Operational Improvement
  • Support the business in exploring and delivering practical uses of AI and automation.
  • This is not expected to be the main responsibility from day one, but the role includes scope to grow into:
  • Identifying repetitive manual tasks that could be streamlined.
  • Helping build or support simple automations and integrations.
  • Assisting with process improvement projects using AI and workflow tools.
  • Testing ideas that improve internal efficiency, data flow, or user experience.
  • Supporting adoption of tools such as ChatGPT, Claude, Copilot, and other AI assistants in a safe and useful way.
  • Contributing to projects using platforms such as Make and Modal.
• Documentation and Process Support
  • Help create structure and consistency in the way support and systems are managed.
  • Documenting common issues and resolutions.
  • Maintaining simple process guides and knowledge base articles.
  • Supporting clear onboarding and offboarding checklists.
  • Helping improve internal tech processes over time.
  • Ensuring good record-keeping across tickets, assets, and access management.

What Good Looks Like in This Role

Success in this role will look like:

• Users feel supported and get fast, clear, helpful responses.
• Tickets are well managed and not left to drift.
• Supplier issues are owned and pushed through to resolution.
• New starters have a smooth setup experience.
• Core platforms are well administered and supported.
• Repetitive tasks start to be improved through automation.
• The role grows beyond support into meaningful operational improvement work.

Candidate Profile

We are open to candidates from a range of backgrounds. This role does not require an IT degree or formal qualification. We are more interested in someone who can demonstrate:

• A real interest in technology, systems, and problem solving.
• Confidence dealing with people and helping users day to day.
• A calm, professional approach under pressure.
• Curiosity about AI, automation, and how tools can improve business operations.
• A willingness to learn new platforms and systems quickly.
• Strong organisation and follow-through.

This could suit someone coming from:

• Junior IT support.
• Helpdesk or service desk roles.
• Hospitality, bar, hotel, restaurant, or other customer-facing environments.
• Operations or admin roles with strong systems exposure.
• Early-career candidates with strong personal interest in technology and automation.

Skills and Experience

• Strong interpersonal and communication skills.
• A customer-first mindset and enjoyment of helping people.
• Basic technical troubleshooting ability.
• Good organisation and ability to manage multiple queries at once.
• Confidence learning new software and systems.
• A proactive attitude and willingness to take ownership.
• Ability to explain technical issues simply to non-technical users.
• Genuine interest in technology and operational improvement.
• Experience in a junior IT support, helpdesk, or technical support role.
• Experience supporting SaaS platforms or business systems.
• Experience liaising with third-party software or IT suppliers.
• Familiarity with ticketing processes and user administration.
• Exposure to automation or workflow tools such as Make.
• Exposure to AI tools such as ChatGPT, Claude, or Copilot.
• Interest in integrations, process improvement, or no-code / low-code tooling.
• Experience in a fast-paced customer-facing environment.

Personal Attributes

• Personable and approachable.
• Service-driven.
• Curious and eager to learn.
• Methodical and dependable.
• Comfortable taking ownership of problems.
• Resilient and calm under pressure.
• Positive, hands-on, and solutions focused.

Why This Role Is Different

This is not just a traditional junior IT support role. The core of the role is still about excellent internal customer support, ownership of tickets, and smooth running of business technology. But it also offers the chance to develop valuable future-facing skills in:

• AI-enabled productivity.
• Automation and integrations.
• SaaS operations.
• Systems thinking.
• Operational efficiency.

For someone early in their career, this is a chance to build a strong foundation in support while also gaining exposure to the kinds of tools and projects that are shaping modern operations teams.