IT Support Engineer

Position Overview: 

We are looking for an experienced IT Support Engineer who can support the internal information technology at Beacon Platform. We support our users in New York, London, and Tokyo in person and remotely.  You will bring enthusiasm, and professionalism coupled with the ability to be self-driven, independent, and can flourish in difficult situations.

What You'll do:

• Provide timely and effective end-user support in person, via the phone, email, or chat.
• Install, configure, and maintain desktop/laptop computers, software, and peripheral equipment
• Troubleshoot and repair hardware and network connectivity issues
• Helping new employees set up their workstations, and remote diagnosis
• Manage Onboarding/Offboarding activities that include hardware procurement/collection and access management
• Perform system upgrades and communicate changes to users
• Document incidents, problems, and resolutions in Atlassian Cloud
• Manage service escalation to resolution, identifying continuous improvement opportunities, and keeping the knowledge base and runbook updated
• Maintain a high degree of professionalism in actions and demeanor

Preferred Experience/Qualifications:

• A minimum of 1-3 years in an onsite helpdesk/Desktop Support role (ideally within the Financial Services sector)
• Working knowledge of Microsoft Azure/M365, collaboration tools (such as Slack & Zoom) and Google Workspace
• Proficient in Windows/Mac desktop environment
• Knowledge of network troubleshooting, virtualization technologies, and endpoint security
• Exceptional communication skills 
• Detail-oriented mindset and the ability to manage multiple tasks and priorities
• Can work independently with minimum supervision
• Certifications highly preferable (MSFT, CompTIA, ITIL) but not essential

What will make you stand out:

• Solid IT Support skills
• Experience working in a cloud-native environment
• PowerShell/Python scripting experience
• Exposure to Linux
• Rolling up your sleeves (and knowing when to refer onwards)
• Exposure to supporting and reporting on IT controls (such as SOC2)
• The ability to deliver great customer service

Location/Hours of Work:

• The role will be based in and support the London office for the hours of 0900 to 1800 including an hour break.  There may be the occasional time when you will be expected to provide ‘out of hours’ support to resolve an urgent issue.
• Some flexibility may be required from time to time due to the nature of the role where support is needed in a different time zone. 
• There is some scope for hybrid working subject to business needs.

What You'll Love About Beacon

• Unlimited PTO - This isn’t your typical unlimited PTO plan. All employees take at least 20 days off a year. After that? Take the time off you need to strike the perfect work/life balance for you.
• BUPA Health, Dental, and Cash Plan
• 10 paid company holidays
• Pension scheme with company match
• Charitable donation match
• Access to Udemy - An online learning and teaching marketplace with over 185,000 courses. Learn programming, marketing, data science, or brush up on your public speaking and writing skills.
• Innovative Culture - Our employees have a voice and can make a big impact across the organization. A lot of people in large companies don’t feel connected to what they’re doing and feel like they’re put in a box. Here you will have the freedom to be creative and innovative. We’re looking for smart and driven people to help get us to the next level.