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About the Role
As an Associate Modern Workplace Engineer, you will be the primary technical support contact for approximately 450 colleagues, managing incidents and service requests for both London-based and remote employees. This role focuses on maintaining end-user devices, Microsoft 365, and collaboration tools, while also handling access requests efficiently. You will contribute to an automation-first environment by improving automated workflows and providing seamless technology support.
Responsibilities
- Act as the first point of contact for technology incidents and service requests, triaging and prioritizing accurately.
- Resolve 1st line issues, including password resets, MFA, account lockouts, license and application access, printing, and AV support.
- Diagnose and resolve 2nd line issues across Windows 11 and macOS devices, Microsoft 365, and business applications.
- Deploy, configure, and recover end-user devices using Microsoft Intune and Windows Autopilot.
- Manage the end-to-end new starter, mover, and leaver process.
- Process access requests in line with the approval and least privilege model.
- Maintain accurate asset records for hardware and peripherals.
- Monitor endpoint compliance and patch status, remediating non-compliant devices.
- Write and maintain knowledge base articles and runbooks.
- Identify repetitive manual work, raise it for automation, and build PowerShell scripting skills.
- Support workplace technology projects, including device refreshes and application rollouts.
- Meet agreed service levels for response and resolution, and contribute to service improvement discussions.
Requirements
- Strong troubleshooting skills across Windows 11, Microsoft 365, and common end-user devices.
- Exposure to macOS, iOS, and Android.
- Understanding of identity and access management, including user accounts, groups, MFA, and sign-in troubleshooting within Entra ID or Active Directory.
- Knowledge of endpoint management and device lifecycle activities.
- Ability to diagnose common networking issues including DNS, DHCP, VPN, and Wi-Fi.
- Clear communicator capable of explaining technical concepts to non-technical colleagues.
- Methodical approach to problem solving, ticket management, and record keeping.
- Interest in automation and scripting, with PowerShell experience or a willingness to learn.
- Commercial experience in a corporate IT support environment, ideally within a 1st or 2nd line support role.
- Experience working with ITSM platforms such as Freshservice, ServiceNow, Jira Service Management, or similar.
- Familiarity with cloud-first Microsoft environments and exposure to ITIL practices.
- Experience within a regulated industry and/or relevant certifications are advantageous but not essential.
Skills
- Microsoft Intune
- Entra ID
- NinjaOne
- Freshservice
- Windows 11
- macOS
- Microsoft 365
- Outlook
- Teams
- SharePoint
- OneDrive
- PowerShell scripting
- Jamf (beneficial)
- ITIL practices
Location
- London office
- Remote
Work Type
- Full-time
Experience Level
- Associate
Benefits
- Highly competitive remuneration and benefits package
- Package is constantly reviewed to ensure relevance
- Acknowledgement and reward for extraordinary effort
About the Company
- Ki is a digitally disruptive insurance carrier using algorithms, machine learning, and large language models to provide insurance brokers with rapid quotes.
- Ki is the largest global algorithmic insurance carrier and the fastest-growing syndicate in the Lloyd's of London market.
- Ki achieved $100m in profit within its first 3 years.
- Ki operates in an agile, cross-functional way, fostering collaboration among diverse teams.
- Ki aims to challenge the status-quo and reach new horizons with ambitious goals.