Infrastructure Support Engineer

• Both Mac and Windows support experience is essential

• Fully Remote, however must be able to travel to London or Bristol when needed

Who are we?

Our Mission is to empower our financial services customers to better understand their clients’ needs and to provide them with data services and embedded technologies that deliver highly personalised, lifelong financial relationships."

As an enterprise B2B2C company, our clients roll out our technology to improve their customers journey and enhance their financial outcomes. We do this through an API-first approach that streamlines access to our market-leading Categorisation, Decisioning, and Analytics engines, together with Payments Initiation. In doing so we deliver actionable insights with reduced transaction costs, accelerated settlements, and a safer, more convenient customer experience.

We’re a regulated entity offering AISP, PISP, and CISP services, trusted by leading banks, insurers, asset and wealth managers, pension companies, financial advisors, and fintechs to enhance financial outcomes for their clients.

What do we offer?

We have offices in London and Bristol together with access to co-working space. We offer the opportunity to work remotely  (role, business and client dependent) with support for your home office set-up if required. We have regular all company away days and other company, client and team meetings, your attendance at which will be mandatory.

This role is a remote first position however we would like the job holder to be able to travel to our offices in London or Bristol when needed.

Requirements

Mission for the Role

We are looking for a highly experienced, pragmatic IT Support Engineer who prioritises stability, security, and efficiency over a chaotic "start-up/scale-up" mentality. This individual must seamlessly balance routine operations—such as laptop procurement, provisioning, shipping, and user lifecycle management—with complex project work. They will support a diverse base of technical and non-technical users across a 65% macOS and 35% Windows environment. Experience operating within rigid information security frameworks (ISO:27001, SOC II, PCI) is highly desirable.

You’ll work closely with the IT Manager to improve our technology environment, strengthen security and compliance, and make IT simpler and more effective for everyone across the business.

Experience Required

• Experience in a senior internal IT, IT engineering or systems administration role.

• Strong experience supporting both macOS and Windows.

• Experience administering Google Workspace and/or Microsoft 365.

• Practical experience using AI tools such as Claude or ChatGPT to improve productivity or solve technical problems.

• Hands-on experience with MDM / endpoint management, ideally JumpCloud, Mosyle or similar.

• Experience managing onboarding, offboarding and hardware lifecycle.

• Good understanding of IT security, access management and compliance.

• Experience working with cloud and SaaS environments.

• Proven experience automating processes or reducing manual administration.

• Experience delivering or contributing to IT projects and change.

• Strong communication skills and the ability to work with non-technical teams.

• A systems-thinking mindset — you look beyond the immediate problem and think about how to improve the wider process.

• We're looking for someone who is technically strong, curious and enjoys making things work better.

40% - End-User Support

• Provide technical support across macOS and Windows.

• Troubleshoot hardware, software, SaaS, access and connectivity issues.

• Own complex issues through to resolution and act as a senior escalation point.

• Identify recurring problems and find ways to prevent them.

35% - Systems Administration & Compliance

• Manage hardware procurement, provisioning, shipping and lifecycle.

• Own IT onboarding and offboarding processes.

• Administer platforms including Google Workspace, M365, Box, JumpCloud, Mosyle and ESET.

• Maintain secure, well-documented processes aligned with ISO 27001, SOC 2 and PCI requirements.

• Look for opportunities to automate repetitive administration.

25% - Projects & Automation

• Lead and support internal IT, infrastructure and security projects.

• Improve workflows and how our systems work together.

• Configure and optimise MDM and endpoint management platforms.

• Use AI and automation to reduce manual work and improve efficiency.

• Help colleagues adopt new technology and processes.

Your First 3, 6 & 9 Months

3 Months - Build the Foundation

• Take ownership of hardware and IT lifecycle processes.

• Become confident supporting our macOS and Windows environment.

• Establish yourself as a trusted technical escalation point.

• Deliver your first AI or automation improvement.

6 Months - Improve & Automate

• Review and optimise our JumpCloud and Mosyle environments.

• Improve onboarding and offboarding workflows.

• Deliver an IT, infrastructure or security project.

• Demonstrate measurable improvements in efficiency.

9 Months - Lead & Influence

• Act as a senior technical escalation point and deputy to the IT Manager.

• Take ownership of complex projects and technical decisions.

• Ensure key IT processes are documented and compliant.

• Deliver a significant automation or AI initiative that saves measurable time.

Benefits

• 5% company contribution towards your Pension from your very first day with us. 3% contribution from yourself.

• 25 days of holiday (plus bank hols), rising to 30 days after two years;

• Choose to take your entitlement to UK bank holidays at other times based on your own days of significance;

• Private medical insurance, including cover for pre-existing conditions, plus dental and optical benefit;

• 3 Months Moneyhubber Family Pay when you become a new parent;

• Permanent health insurance and life cover - much greater than the industry standard (death in service);

• Employee assistance programme;

• Professional development support, with dedicated allowance of time and money;

• Life event leave;

• Cycle to work scheme;

• EV Car Scheme

• £750 towards professional memberships

• Remote working benefits, including work from almost anywhere, access to co-working spaces and support for your home office set-up

• High spec laptop

• Holiday purchase