Who are [Employer hidden]:

[Employer hidden — sign up to reveal] is building London’s next-generation business fibre network. This is a responsibility that we take seriously; we understand that for most businesses, reliable fibre internet is as important as heat, electricity, and water. We want to completely change the fibre network in London (and beyond), and we’re on the hunt for smart, talented people to join us.

At [Employer hidden — sign up to reveal], we do the right thing—no matter what. Our unwavering focus on engineering excellence and unrivalled commitment to customer service is trusted by the most important organisations across the UK and Europe in the technology, pharmaceutical, financial, and e-commerce industries.

We’re proud to have earned one of the best reputations in the industry, and it is essential to us that we maintain that reputation as we grow. Our team is tight knit and highly talented. We trust each other to do the right thing, take responsibility, and be a champion for our collective success.

We’re looking for talented, smart people to join us as we embark on this exciting period of growth. Our vision for [Employer hidden — sign up to reveal] is to be ‘the best job that someone ever had’, regardless of how long they stay with us, and promise to provide a supportive workplace based on respect and trust.

[Employer hidden — sign up to reveal] is building the future of business infrastructure in London.

We started by building London’s largest fibre network and are now expanding to provide the full range of IT and cybersecurity services that modern businesses rely on. Our goal is simple: give London businesses a single, trusted partner for everything from connectivity to managed IT and cyber protection.

Role overview:

As an experienced middle to senior 2nd/3rd line support engineer, you will work within [Employer hidden — sign up to reveal]’s operational frameworks and based onsite 4 days at our client’s London office, ensuring smooth delivery and maintenance of the operational technology across the estate. You will take a proactive and calm approach to service escalations and troubleshooting within a small team of dedicated engineers (client’s onsite engineering team).

Being a part of a small support team in London, you will provide exceptional customer support across the platforms & solutions that [Employer hidden — sign up to reveal] manages at this client, in line with service level agreements and adhere to our service management principles.

Key responsibilities:

• Answering all incoming customer communication (emails/call) in line with service level agreements.
• Develop a ‘user satisfaction’ culture within the team, putting the needs of client’s business before all else.
• Ensuring that all cases are logged and updated in the ITSM system - ConnectWise / FreshService.
• Administer the macOS, Google Workspace and Okta enterprise estate to adapt and integrate JML workflows.
• Administer the endpoint machine management (Jamf/Iru) & endpoint device protection (Sentinel One) platforms and be experienced integrating IdP workflows (Okta).
• Working closely with [Employer hidden] Key Account SDM & other key [Employer hidden] stakeholders to establish a good relationship with client satisfaction as a main objective.
• Proactively identify risks and drive the implementation of the appropriate solution.
• Ensure quality service in collaboration with appropriate provisioning functions.
• Problems and issues that cannot be resolved by 2nd line engineers are escalated appropriately.
• Actively ensure root cause analysis for ongoing issues.
• Manage ticket case queues within the system.
• Refer faults to carriers and suppliers and chase effectively.
• Resolving all queries within agreed SLAs and escalating when necessary.
• Arrange external technical support when needed.
• Assist with monthly service review meetings.
• Weekly analysis of MDM platforms to ensure device compliance.
• Contribute to managing 3rd party supplier performance.

The right candidate:

• 2+ years experience in-house or within an MSP.
• macOS-based advanced technical experience.
• Google Workspace advanced technical experience.
• Experience with basic security principles & identity access management.
• Experience in customer relationship or service management.
• In depth understanding of Okta and/or other identity management providers.
• Excellent time management skills.
• Organised, methodical and flexible.
• Experience leading a team.
• Resourceful, self-motivated, strong decision-making.
• Understanding of IT infrastructure principles.
• Good verbal and written communication skills.
• High attention to detail.
• Highly organised and deadline focused.

Desired Requirements: macOS / Jamf / Okta certified.

Benefits:

• Employee Share Plan.
• Company pension scheme.
• Bonus scheme.
• 25 days annual leave increasing with service (excluding bank holidays).
• Private Healthcare.
• Life assurance.
• Income Protection.
• Access to Spill mental health support.
• Cycle to work scheme.
• Half price gym memberships.
• Free eye test.
• Travel loan.
• Hastee app for salary management.

Diversity, inclusion, and equal opportunities:

[Employer hidden — sign up to reveal] aims to be an equal opportunities employer. We are determined to ensure no applicant or employee receives less favourable treatment on grounds of gender, age, disability, religion, belief, sexual orientation, marital status, or race. We aim to create a working environment free of bullying, harassment, victimisation, and unlawful discrimination.