IT Service Desk Support Engineer

The IT Service Operations provides essential support to users, managing equipment requests, troubleshooting devices, and delivering excellent service. Our small team of four Engineers covers Windows and Mac laptops, printers, AV solutions, and end-points., * Deliver brilliant, friendly and efficient IT support to Zopians - with a strong in-person presence in the London office, as well as remote support.

• Take ownership of tickets while working closely with the wider team to ensure SLAs are met and colleagues get support fast.
• Troubleshoot and resolve issues across Windows, macOS and mobile devices.
• Use expertise to support Windows, Mac, AV systems, Office 365 and endpoint management tools.
• Carry out proactive checks of meeting-room AV and workspace technology to ensure readiness.
• Manage local IT stock (laptops, accessories, peripherals) and replenish supplies when needed.
• Provide a first-class onboarding experience for new Zopians - configuring equipment and supporting them from day one.
• Collaborate closely with IT, InfoSec and other engineering squads to resolve complex problems and improve tooling.
• Contribute to initiatives that improve productivity and user experience, exploring AI and automation.

• Experience providing IT support in a corporate or service desk environment.
• Customer-first communication - adaptive style based on audience.
• Comfortable prioritising issues by impact and urgency.
• Confidence supporting both Windows and Mac users.
• Familiarity with Microsoft 365, Intune, Okta, Zoom, Jamf, Jira and Confluence.
• Understanding ITIL-aligned practices (Incident, Change, Problem) and tools such as Jira, ServiceNow or Halo.
• Strong communication and customer service skills - able to adapt to technical and non-technical audiences.
• Awareness of cybersecurity principles, remote support techniques and endpoint management.
• A curious mindset with interest in process improvement, automation and AI., * Experience with enterprise AV systems (e.g. Neat, Cisco).
• Knowledge of identity management tools (e.g. Okta or similar IDPs).
• Familiarity with mobile device management via Jamf, Intune or Tanium.
• ITIL Foundation certification.

We value face-to-face collaboration and a good work-life balance. This hybrid role requires you to come to our London office 2-3 days a week.

You’ll also have the option of working from abroad for up to 120 days a year!* But no matter where you are, we’ll make sure you’ve got everything you need to thrive, both in your work and home life, from day one.

*Subject to having the right to work in the country of choice

Diversity Statement

Zopa is proud to offer a workplace free from discrimination. Diversity of experience, perspectives and backgrounds leads to better products for our customers and a unique company culture. We are made up of nearly 50 nationalities, have a DE&I forum and we are proud that everyone can bring their full self to work. Our approach to DE&I is reflected in our hiring process, so please let us know if you require any reasonable adjustments.

At Zopa, AI isn’t something we’re testing out - it’s part of how we work every day. As a partner of Jobs 2030, we’re committed to building AI fluency across our workforce, and we expect Zopians to use AI as part of how they do their jobs.

We are transparent about how we think about AI use during our hiring process.

Behavioural and competency-based interviews: Please don’t use AI. These conversations are designed to understand you-your experiences, your judgment, and how you’ve approached real situations. An AI-generated answer can’t tell us that. What it can do is get in the way of us finding out whether we’re the right fit for each other.

Technical interviews: It depends on the role. Some technical stages actively welcome AI use, others don’t. Your Talent Partner will let you know what’s expected at each stage. Where AI is part of the assessment, we’ll be interested not just in the outcome, but in how you used it - the tools you chose, your reasoning and the decisions you made along the way. #J-18808-Ljbffr