IT Support Engineer (AI)

Location: Bicester, United Kingdom; on-site support at hirify.global Automotive sites, with visits to other local sites when required.

Company

hirify.global Automotive creates high-performance road cars and brings together multidisciplinary teams focused on visionary products and new performance benchmarks.

What you will do

• Own day-to-day resolution of VIP incidents and requests, providing first- and second-line support through face-to-face and remote channels.
• Prioritize time-critical incidents, manage escalations, coordinate updates, and work with IT support partners, resolver teams, vendors, and third parties to meet SLAs, OLAs, and KPIs.
• Build trusted relationships with VIPs and stakeholders, including onboarding support and clear expectation management.
• Maintain and enhance on-site AV and meeting room spaces; test setups before important meetings and coordinate technical fixes with EAs and NTT.
• Update, track, and report tickets accurately in Ava while identifying opportunities to reduce repeat incidents and improve knowledge quality and end-user experience.

Requirements

• Excellent customer-facing and customer service skills, with strong written and verbal communication.
• Experience with Microsoft Windows, Microsoft 365, Active Directory, Azure, macOS, iOS, mobile devices, and basic networking.
• Experience supporting AV systems, including Cisco, Logitech, or Poly.
• Experience supporting printers, including Toshiba, Canon, or PaperCut.
• Ability to make prompt decisions, recognize when broader involvement is needed, and escalate rapidly when appropriate.
• Ability to work independently or as part of a team, work under pressure, and meet deadlines.
• Good reporting and analytical skills, including compiling clear service data, identifying trends, and generating operational improvement insights.
• Awareness of responsible AI and automation in IT support, including prompt writing, knowledge article improvement, ticket summarization, trend analysis, productivity enhancement, data privacy, cybersecurity, and human validation.

Culture & Benefits

• Permanent full-time schedule from 08:00 to 17:00, Monday to Friday.
• Structured career development framework.
• 25 days of holiday plus bank holidays, with the option to buy or sell up to five days annually.
• Enhanced company pension, discretionary annual bonus, private medical insurance, health cash plan, and life assurance.
• Eligibility to apply for a sabbatical of up to one year after two years of service, plus adaptable lifestyle benefits, parental leave, and wellbeing support.