IT Support Specialist to join our lean IT team in the London office. This isn't a traditional helpdesk role - you'll be doing a bit of everything, including end‑user support, networking, security and system administration.
Compensation
Attractive compensation package consisting of base salary and the potential to earn a significant bonus for top performance.
Responsibilities
Manage macOS devices via Kandji MDM - deployments, policies, and our custom OpenVPN setup.
Act as the gatekeeper for access management - onboarding, offboarding, SSO, and permissions.
Provide in‑person and remote AV support for meeting rooms, all‑hands, event spaces and office technology.
Support Slack and Jira‑based IT requests, triage issues, and resolve them efficiently.
Document runbooks, processes, and internal guides clearly and consistently.
Requirements
Nice to have: AI‑assisted development tools (Claude Code, Copilot)
As an Escalation Engineer, you’ll join our growing global Escalation team that sits at the intersection of our customers and our engineering teams. You will deliver exceptional support experiences to some of the world’s largest enterprises by owning complex investigations end-to-end and driving systemic improvements back into the product.
Responsibilities
Own complex investigations end-to-end: Take escalated cases from initial triage through root cause analysis and resolution, spanning browser, network, cloud, and endpoint layers.
Analyze real technical data: Work directly with support debug packages, Chromium traces, network captures, log platforms, and diagnostic tools to isolate browser behavior, analyze network infrastructure, and correlate logs across distributed systems.
Collaborate with R&D: Write detailed, evidence-based escalation reports with reproduction steps, logs, and traces that enable engineering teams to act quickly to get issues resolved.
Be the customer's advocate: Own the communication loop with enterprise customers from escalation through resolution, translating complex technical findings into clear updates.
Drive systemic improvements & cross-team triage: Identify patterns across escalations, contribute to knowledge base articles and runbooks to reduce future volume, and participate in prioritization discussions where your insight directly influences what gets fixed and when.
Provide product escalation support to Thales Client Services Tech support team, diagnosing complex customer deployments, root cause analysis, and documenting solutions.
Responsibilities
Work closely with global support engineers on customer escalation issues to ensure timely resolution
Configure and duplicate the customer’s environment where necessary to replicate the issues for diagnosing
Identify the root causes and use this information to improve continuously within support & field service teams
Work closely with global development teams to diagnose issues and validating fixes
Participate in the 24 x 7 telephone support Rota
Requirements
Bachelor’s degree in computer science /engineering or technical field or equivalent experience
Nice to have: Basic scripting (Bash, Python, PowerShell, REST API fundamentals, JSON/XML parsing)
Nice to have: Automation mindset for repetitive diagnostics
