IT Helpdesk Support

TL;DR

IT Helpdesk Support (P1): Handle basic, well-defined IT incidents, service requests, and account lifecycle operations with an accent on end-user support, access management, and device configuration. Focus on following runbooks and escalation procedures, troubleshooting standard tools, and enforcing security best practices.

Location: London (two days per week in office) – with flexibility to support a global, remote-first workforce.

Company

hirify.global is building the world’s premier agentic platform for personalization with Loomi AI, powering autonomous search, conversational shopping, and marketing for global brands across retail, financial services, hospitality, and gaming.

What you will do

• Serve as first-line support for IT issues via email, chat, and tickets, logging, categorizing, prioritizing, and resolving basic incidents like password resets, SSO issues, and software installs.
• Manage account lifecycle (onboarding, offboarding, access changes) using JumpCloud and IAM tools, following least-privilege principles and validating approvals.
• Handle laptop setup, endpoint troubleshooting, and compliance checks for security baselines like disk encryption and OS patches.
• Document resolutions in Freshservice, update knowledge base, and contribute to runbooks and SOPs.
• Collaborate with Infrastructure, Security, and other teams; promote security awareness and escalate incidents promptly.

Requirements

• 0–2 years in IT Helpdesk, Service Desk, or technical support (internships welcome)
• Basic knowledge of OS (Windows/macOS), networking (Wi-Fi, VPN), SaaS, and SSO/identity providers
• Strong customer service with clear professional English communication
• Ability to follow runbooks/procedures accurately and escalate when needed
• Proven interest in IT via coursework, certifications, or projects

Nice to have

• Experience with Google Workspace, Slack, Zoom, Freshservice, JumpCloud, Okta, or Azure AD
• Awareness of security concepts (least privilege, MFA, phishing)
• Entry-level certifications (CompTIA A+, Google IT Support)

Culture & Benefits

• Flexible working hours, virtual-first with hubs across continents, and company events
• Freedom and trust focused on results, with 5 core values embedded in processes
• $1,500 annual professional education budget, People Development Program, and leader coaching
• Well-being perks: Employee Assistance Program, Calm app, quarterly Disconnect days, sports/yoga, extended parental leave up to 26 weeks
• Compensation includes RSUs/stock options, performance bonus, referral bonus up to $3,000, and Bloomversaries
• 5 paid volunteering days