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About the Role
Support a range of systems across the breadth of our ecosystem as the first point of contact for employees when technology hinders their work. This hands-on, people-facing role requires resolving the majority of issues independently, escalating when necessary, and identifying patterns for improvement. You will work alongside IT, Network, Software, and Infrastructure engineers, gaining visibility into a global technology organization.
Responsibilities
- Troubleshoot and resolve issues across macOS and Windows endpoints, Google Workspace, Salesforce, Okta, Active Directory, and other Convene business systems.
- Provide first-line (L1) support for business applications, including access and permissions, basic configuration, data corrections, and triage of functional issues.
- Triage, prioritise, and manage tickets in the service desk, keeping requesters informed.
- Coordinate escalations to L2 and L3 support, engineering, vendors, and other functions, tracking dependencies to resolution.
- Meet individual and team KPIs for response time, resolution time, and customer satisfaction.
- Execute technical onboarding for new starters and offboarding for leavers, including account provisioning, device build and assignment, and access reviews.
- Handle sensitive identity changes with care and accuracy across systems like ADP, Okta, and downstream systems.
- Follow defined protocols for urgent deactivations and security incidents.
- Maintain device compliance, patching, and configuration through the MDM platform.
- Support badge and physical access platforms alongside Security and Workplace teams.
- Contribute to root cause analysis for recurring and high-impact incidents.
- Capture details needed to automate repetitive work.
- Write and maintain knowledge base articles and runbooks in Confluence.
- Explore new tools and approaches and suggest improvements.
Requirements
- 3+ years in a technical support, help desk, or IT operations role.
- Strong hands-on troubleshooting across macOS and Windows.
- Working knowledge of Okta (or a comparable IdP), Microsoft 365, Google Workspace, and Active Directory.
- Experience supporting SaaS business applications such as Salesforce, including user administration and access management.
- Experience with a ticketing platform (Jira Service Management or similar) and a documentation tool such as Confluence.
- Clear, patient written and verbal communication with non-technical colleagues at every level.
- Sound judgement about when to solve, when to ask, and when to escalate.
- Must currently reside in the UK.
- Must be able to work in the UK without sponsorship.
Skills
- macOS troubleshooting
- Windows troubleshooting
- Google Workspace support
- Salesforce support
- Okta support
- Active Directory support
- SaaS application support
- Ticketing platform usage
- Documentation tool usage
- Endpoint protection platforms
- MDM/UEM tooling
- Basic scripting or automation (PowerShell, Bash, Python)
- No-code automation in Jira or Okta Workflows
- ITIL Foundation
- Okta Certified Professional
- Microsoft 365 Fundamentals
Location
- London
Work Type
- Onsite
- Full-time
Experience Level
- 3+ years
Education Level
- CompTIA A+
- ITIL Foundation
- Okta Certified Professional
- Microsoft 365 Fundamentals
Benefits
- Private medical insurance
- Subsidised eye care
- Subsidised fitness membership
- Employee Assistance Program
- 25 days annual leave plus bank holidays
- Company sick pay
- Bonus scheme
- Interest-free loan for rail season tickets & further education
- Subsidised bicycle purchase
- Continuous professional and personal development support
- Employee recognition and reward programs
- Opportunities to volunteer, donate, and participate in community give-back initiatives
About the Company
- Convene Hospitality Group (CHG) operates a global portfolio of lifestyle brands focused on creating places and experiences that bring people together.
- The company designs, develops, and operates hospitality-driven destinations to host gatherings of all kinds.
- We love bringing people together in person, and that passion for great experiences extends to our employees as well.
Equal Opportunity
- Convene is an Equal Employment Opportunity Employer and we believe that diverse teams are the best teams.
- We live our values of GRIT (Genuine, Relentless, Integrity & Teamwork) and strive to create an inclusive and equitable workplace where everyone can be their true selves, where we all show up for each other.