About the job

🌍 About Klyk

At Klyk, we are building the world’s first AI-Enabled IT Operating System for modern, high-growth businesses. Our mission is simple yet radical: to remove both friction and waste from IT operations entirely, keeping growing teams in their creative flow—and electronic waste out of landfills.🌱

By packaging our deep IT expertise into a powerful, scalable SaaS stack that lives natively inside Slack and MS Teams, we automate and resolve employee IT issues instantly right where they already work.

At the exact same time, our platform seamlessly coordinates the physical world: provisioning premium refurbished hardware, tracking software and hardware assets from delivery to retirement, and enforcing enterprise-grade, zero-trust cybersecurity at the click of a button.

🚀We are already a proud Certified B Corp trusted by some of the UK’s most impactful and high-growth organisations—including B Lab UK, Wild, THIS, SURI, Bloom & Wild, OLIO, Oddbox, and Field Energy. With our AI service desk app live in Beta and an eager pipeline of pilot customers waiting to deploy right now, we are actively looking to scale our sustainable, automation-powered ecosystem.🚀

But what truly drives us is a deeply human mission: we are working to eradicate digital poverty. We believe that access to technology is a fundamental right, yet millions of young people remain locked out of the digital world. Every cycle of hardware we manage feeds directly into this goal—we refurbish and donate high-quality devices to children living below the digital poverty line. By joining Klyk, you aren't just building a SaaS platform; you are directly helping to bridge the digital divide and place the tools for a brighter future into the hands of the kids who need them most.✨

🎯 The Role — IT Engineer

We're looking for an experienced 2nd Line IT Engineer who's passionate about delivering outstanding support to our customers and their teams.

With AI handling first-line requests, your focus is the complex work that needs a human: the escalations, the root-cause investigations, the issues that slow everyone else down. You'll work across Microsoft and Google environments, on both MacBooks and Windows devices.

You'll also play a key role in cyber security for our clients — providing guidance, implementing security solutions, and making sure best practices are in place to protect their businesses from evolving threats.

You'll have strong attention to detail, show initiative with customers, and bring a hunger to learn and grow. And you'll be up for supporting some of the most exciting companies in the UK, in a demanding, fast-growth environment where teamwork is everything.

This is a flexible role. Our support runs across a shift pattern between 7am and 7pm, so you'll work shifts within that window.

• Location: Our office in London, Acton (with a hybrid working culture)
• Start: ASAP

🛠 What You’ll Do

🧱 Problem Solve

• Own second and third-line support, picking up the escalations AI and first-line can't resolve
• Conduct root-cause analysis to stop issues recurring
• Use RMM to monitor device software and hardware, and to diagnose and remediate tickets

🤝 Care For Our Customers

• Be proactive with customers — resolve issues and recommend service improvements
• Deliver best-in-class service: understand the request, resolve it, follow up appropriately
• Monitor and respond to security alerts, ensuring protection against potential threats

🚀 Service Support

• Identify phishing and spam through our email security solution
• Support and manage Klyk's services, including endpoint security and cloud backup

🔧 Build and Maintain

• Build laptops for new customer employees and run their onboarding call
• Create and maintain documentation for internal and customer configurations and processes

✅ You Could Be a Great Fit If You…

• 3+ years' IT service desk experience either from MSP or in-house
• Confident supporting and troubleshooting both MacBooks and Windows devices
• Cyber security experience, including administering email and endpoint security
• Experience administering Google Workspace and Microsoft 365 — managing users and groups
• Experience managing MDM solutions such as Intune and Jamf across MacBooks and Windows
• Experience with helpdesk platforms such as HALO (or Autotask) to manage tickets and requests
• Experience with RMM solutions such as DattoRMM to diagnose and monitor hardware and software
• Comfortable scripting to define components and run automations
• Service focused — you own tickets all the way to resolution and hold to SLAs
• Able to work under pressure, take initiative, and stay proactive
• Comfortable on video calls with end-customers to deliver support
• A team player who also works well independently
• Ambitious to grow technically and develop expertise in specific tech and cyber areas