IT Service Desk Support Engineer

TL;DR

IT Service Desk Support Engineer: Delivering IT support, troubleshooting tech issues, and managing workplace technology across multiple sites with an accent on customer service, automation, and AI integration. Focus on resolving complex problems, improving tooling, and enhancing service delivery for Zopians.

Location: This is a hybrid role requiring 2-3 days per week in the Manchester office.

Company

hirify.global is a pioneering peer-to-peer lending company that transformed into a digital bank in 2020, aiming to redefine finance with a customer-centric approach.

What you will do

• Deliver friendly and efficient IT support to Zopians, both in person and remotely.
• Take ownership of support tickets, ensuring SLAs are met and colleagues receive fast assistance.
• Troubleshoot and resolve issues across Windows, macOS, and mobile devices, including AV systems and Office 365.
• Perform proactive checks of meeting room AV equipment and workspace technology to ensure readiness.
• Manage local IT stock, including laptops and accessories, and provide first-class onboarding for new starters.
• Collaborate with London-based IT teams, InfoSec, and other engineering squads to resolve complex problems and improve tooling.
• Contribute to team initiatives that enhance productivity and user experience, exploring AI and automation for service delivery.

Requirements

• Experience providing IT support in an SME/enterprise service desk environment.
• Customer-first communication skills, adaptable to different audiences.
• Comfortable prioritising issues based on impact and urgency.
• Confidence supporting both Windows and Mac users.
• Familiarity with Microsoft 365, Intune, Okta, Zoom, Jamf, Jira, and Confluence.
• Understanding of ITIL-aligned practices (Incident, Change, Problem) and tools like Jira, ServiceNow, or Halo.
• Awareness of cybersecurity principles, remote support techniques, and endpoint management.
• A curious mindset, with an interest in process improvement, automation, and AI.

Nice to have

• Experience with enterprise AV systems (e.g., Neat, Cisco).
• Knowledge of identity management tools (e.g., Okta or similar IDPs).
• Familiarity with mobile device management via Jamf, Intune, or Tanium.
• ITIL Foundation certification.

Culture & Benefits

• Work in a modern, diverse tech environment with opportunities for professional development.
• Collaborate with cross-functional teams and learn from colleagues in IT, InfoSec, and Platform Engineering.
• Join a supportive, social, and impact-driven team that values outcomes and welcomes improvement ideas.
• Benefit from flexible ways of working and a good work-life balance.
• Option to work from abroad for up to 120 days a year (subject to right to work in the chosen country).