IT Support Specialist

About the role

Open to hiring remote across EMEA — preferable to have someone near our office in London.

We're looking for someone to join our IT team and take ownership of day-to-day technical support for a globally distributed company. You'd report to the Head of IT/Security and be the first point of contact for employees with requests, device issues, and account problems.

You'll own the fundamentals from day one: handling tickets, provisioning laptops, running on-boarding, and keeping our SaaS stack in order. But this is a small team at a fast-growing AI company, so the scope grows quickly. You'll get pulled into real projects sooner than you'd expect, across security, infrastructure, and automation. How far you take it depends on what you're good at and what interests you.

This role is also the start of our IT presence internationally. Most of the company sits in North America today, and you'd be our first IT hire outside it, extending support coverage to new time-zones and helping lay the groundwork as we grow globally.

What you'll do

• Handle help-desk tickets: Triage and resolve employee requests — password resets, access provisioning, Slack/Google Workspace/Zoom troubleshooting, and general "my thing is broken" support

• Manage the device lifecycle: Procure, provision, configure, and ship laptops for new hires. Handle off-boarding wipes and returns. Keep the asset inventory accurate.

• Run on-boarding and off-boarding: Create accounts, apply security profiles, draft welcome communications, and make sure new employees have everything before day one

• Administer Google Workspace: Manage users, groups, aliases, and license assignments. You'll use both the admin console and CLI tools regularly.

• Support endpoint compliance: Work with our device trust tooling to keep employee machines meeting security policies, and follow up when they don't

• Deploy and enforce security policies: Help roll out and maintain endpoint security configurations, access controls, and compliance requirements across the fleet

• Manage corporate software: Handle seat assignments, renewals, license optimization, and access reviews across our SaaS stack

• Support office networking and AV: Help maintain networking equipment, conference room setups, and office technology across our physical locations as needed

• Train and enable employees: Deliver lightweight technical guidance and training on IT systems, both for new hires and for ongoing support (written guides, short walkthroughs, the occasional screen share)

• Write things down: Maintain run-books, knowledge base articles, and process docs. If you fix something, document how.

Where this role can grow

We don't expect you to stay in a pure helpdesk lane. Our SOC2 program has ongoing evidence collection and device trust work to pick up, and there's security policy work that needs someone to own the rollout and enforcement side.

On the infrastructure side, we manage cloud resources through infrastructure-as-code, and there's room to contribute once you're comfortable. We also automate a lot (scripting, CI/CD pipelines) and there's no shortage of manual process waiting to be turned into a workflow.

Over time, you'd lead IT projects around endpoint management, security improvements, and internal tooling rather than just executing on them.

What you'll need

• Some form of IT support experience. A help-desk role, an internal support function, or just being the person everyone came to when something broke. The title matters less than the reps.

• Comfort with macOS. Our user endpoint fleet is mostly Mac. You should be able to troubleshoot system issues, manage profiles, and work in the terminal without hand-holding.

• Familiarity with Google Workspace administration, or the confidence to pick it up fast. CLI admin tooling experience is a plus.

• A working understanding of networking fundamentals: DNS, DHCP, LAN/WAN basics, and how traffic moves. You don't need to be a network engineer, but you shouldn't be lost when a connectivity issue comes in.

• Basic understanding of cybersecurity principles. You should know what endpoint security, encryption, and access controls are, and why they matter, even if you haven't built policies from scratch.

• Strong written communication. This is a remote role and coordination happens in Slack and Notion. If you can't write clearly, the timezone gap makes everything harder.

• Self-direction. There's separation between you and the rest of the IT team for part of the day. You need to be someone who sees what needs doing and does it.

• Curiosity about how systems work. Maybe you've run a homelab, automated something tedious with a script, or set up a Pi. We care more about the impulse than the resume line.

Nice to have

• Experience with MDM platforms (any of the major ones)

• Any exposure to cloud infrastructure (AWS, GCP, etc) and infrastructure-as-code concepts

• Scripting in Python, Bash, or JavaScript

• Familiarity with zero-trust networking concepts and tools

• Background in compliance frameworks (SOC2, ISO 27001)

• Exposure to international IT regulations or data privacy requirements (GDPR, etc.)