About the job

IT Support Engineer

A fantastic opportunity for an IT Support Engineer to join a rapidly growing, cutting-edge AI software company. This is an excellent opportunity for someone with commercial IT support experience who enjoys taking ownership of technical issues and providing high-quality support across a fast-paced technology business. You will work across a broad range of internal IT systems and technologies, supporting end users while also gaining exposure to systems administration, infrastructure, security and automation projects.

Location: Central London, fully on-site, 5 days per week

Salary: Negotiable + benefits

Requirements for IT Support Engineer:

At least 1 year of commercial experience working within IT Support, Desktop Support, Service Desk or a similar technical support role
Degree educated with a 2.1 or 1st class degree in Computer Science, IT, Engineering or a related technical subject
Strong experience supporting Apple macOS devices within a commercial environment
Experience supporting Windows devices
Experience administering Microsoft 365 / Office 365, including users, groups, permissions and associated services
Experience working with device management / MDM tools, ideally Jamf
Experience with identity, user account and access management
Experience with Microsoft Entra ID / Azure AD
Good understanding of networking fundamentals including TCP/IP, DNS, DHCP, Wi-Fi and VPNs
Strong troubleshooting skills across hardware, software, operating systems and connectivity
Experience independently managing support tickets and technical issues through to resolution
Excellent communication skills with the ability to confidently support users across all levels of a business
An understanding of IT and endpoint security best practices
Experience with Linux and/or scripting using Bash, PowerShell or Python would be beneficial

Responsibilities for IT Support Engineer:

Provide day-to-day technical support to employees, taking ownership of issues from initial diagnosis through to resolution
Set up, configure and maintain laptops and other end-user devices
Manage user accounts, permissions and access across internal systems and applications
Manage the IT elements of employee onboarding and offboarding
Diagnose and resolve hardware, operating system, application and connectivity issues
Support meeting rooms, video conferencing, AV equipment and other office technology
Manage IT hardware and inventory, including laptops and peripherals
Assist with endpoint management, software deployment, patching and security
Maintain clear internal IT documentation and processes
Support wider systems administration and infrastructure activities
Identify opportunities to automate and improve repetitive IT administration tasks
Work closely with the wider technical team on IT, infrastructure and security projects

What the role offers:

The opportunity to join a rapidly scaling AI software company working with highly advanced technology
A varied IT role offering exposure beyond traditional support into systems administration, infrastructure, security and automation
Excellent opportunities to broaden your technical skillset and take on increasing responsibility as the company continues to grow

About the job

This is a fantastic opportunity to join Luminance, the pioneer of Legal-Grade™ AI for enterprise. Backed by internationally renowned VCs and named in both the Forbes AI 50 list of ‘Most Promising Private AI Companies in the World' and Inc. 5000's ‘Fastest Growing Companies in America', Luminance is disrupting the legal profession around the globe.

Luminance is looking for an IT Support Engineer to join its internal IT function in London. You will be responsible for providing day-to-day IT support across the business, as well as assisting with the administration and maintenance of internal IT systems and services.

You will act as a first point of contact for internal IT issues, taking ownership of problems from initial diagnosis through to resolution. The role will cover a broad range of responsibilities, including end-user computing, account and access administration, employee onboarding and offboarding, office technology and general IT operations.

Responsibilities

Providing day-to-day IT support to Luminance employees, managing technical issues from initial diagnosis through to resolution
Setting up, configuring and maintaining laptops and other end-user devices
Managing user accounts, permissions and access across internal systems and applications
Managing IT aspects of employee onboarding and offboarding
Diagnosing and resolving hardware, operating system, application and connectivity issues
Supporting meeting rooms, video conferencing and other office technology
Managing IT hardware and inventory, including laptops and peripherals
Assisting with endpoint management, software deployment, patching and security
Maintaining internal IT documentation and processes
Supporting wider systems administration and infrastructure activities
Identifying opportunities to improve and automate repetitive IT administration tasks
Working with the wider technical team on IT, infrastructure and security projects

Requirements

2+ years of recent hands-on experience in an IT Support, Desktop Support, Service Desk or similar technical support role; 3+ years of relevant IT support experience with exposure to more complex escalations would be advantageous
Strong experience supporting Apple macOS devices in a business environment
Experience supporting Windows devices
Experience administering Microsoft 365 / Office 365, including users, groups, permissions and associated services
Experience with device management / MDM tooling, including Jamf
Experience with identity, user account and access management
Experience with Microsoft Entra ID / Azure AD
Good understanding of networking fundamentals, including TCP/IP, DNS, DHCP, Wi-Fi and VPNs
Experience diagnosing and resolving hardware, software and connectivity issues
Experience managing support tickets and technical issues through to resolution, including independently supporting end users
Experience providing company-wide internal IT support for both remote employees and office-based users, including senior stakeholders and executives
Experience supporting meeting rooms, video conferencing, AV equipment and office technology
Familiarity with Linux and an interest in developing broader systems administration skills would be advantageous
Scripting or automation experience using Bash, PowerShell, Python or similar would be advantageous
An understanding of IT and endpoint security best practices

Responsibilities