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IT Support Specialist

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Helsing

28d ago

  • Job
    Full-time
    Mid Level
  • Software Engineering
    IT & Cybersecurity
  • London

AI generated summary

  • You should have 3+ years in IT support (L2/L3), experience with macOS, Windows, iOS, strong troubleshooting skills, and a proactive, customer-first attitude aligned with our values.
  • You will provide end-user support across devices, manage ticketing in Jira, handle user lifecycle processes, maintain IT equipment, administer Microsoft 365, and develop documentation and automations.

Requirements

  • Have 3+ years of experience in an IT support role, ideally including L2/L3 responsibilities in a fast-moving environment
  • Have hands-on experience supporting macOS, Windows, and iOS, and a solid grasp of identity, endpoint, and SaaS troubleshooting
  • Enjoy solving technical problems, are eager to learn new technologies, and have a genuine passion for helping others succeed
  • Can prioritise and manage multiple competing tasks calmly in a dynamic environment
  • Bring a proactive mindset. You spot and resolve potential issues before they become outages or tickets
  • Bring a customer-first attitude with strong communication skills and a focus on delivering an excellent user experience
  • Your personal values match ours: ownership, initiative, dedication to mission, speed, and inclusiveness
  • Feel strongly about the right of democracies to defend their sovereignty through the fielding of capabilities that bolster deterrence and decisive action

Responsibilities

  • Provide technical support to end-users via Slack, email, and in-person troubleshooting hardware, software, identity, and connectivity issues across macOS, Windows, and iOS.
  • Own and triage tickets in Jira Service Management, ensuring timely resolution, clear communication, and appropriate escalation of complex issues to the IT Engineering team.
  • Manage the full user and device lifecycle: onboarding, offboarding, joiners/movers/leavers, MDM enrolment, account provisioning, and access reviews.
  • Proactively maintain local video conferencing hardware, meeting rooms, printers, and other office IT, and provide hands-on support for company events and town halls.
  • Administer day-to-day operations in Microsoft 365 (Entra ID, Exchange, SharePoint, Teams) and other SaaS tools used across Helsing.
  • Build and maintain documentation, runbooks, and self-service knowledge content to scale the team's impact.
  • Identify recurring issues and partner with IT Engineering to design longer-term fixes and automations.

FAQs

What is the role of an IT Support Specialist at Helsing?

The IT Support Specialist acts as the first line of defence for employees' technology needs, ensuring productivity by resolving issues quickly, managing the device and account lifecycle, and maintaining office IT systems and tools.

What are the primary responsibilities of the IT Support Specialist?

Responsibilities include providing technical support via various channels, managing tickets in Jira Service Management, overseeing user and device lifecycles, maintaining office IT equipment, administering Microsoft 365 operations, and creating documentation and knowledge content.

What experience is required for this role?

Applicants should have 3+ years of experience in an IT support role, ideally with L2/L3 responsibilities, and hands-on experience with macOS, Windows, and iOS systems.

What skills are important for an IT Support Specialist at Helsing?

Important skills include problem-solving abilities, a proactive mindset, strong communication skills, experience with identity and endpoint troubleshooting, and a customer-first attitude.

Are there any specific tools or technologies that candidates should be familiar with?

Yes, experience with Microsoft 365 applications, Mobile Device Management tools like Intune or Jamf, and coding with PowerShell or Python for automation are preferred.

Does Helsing require knowledge of networking concepts for this position?

Yes, familiarity with networking concepts, particularly Zero Trust and VPN troubleshooting, is considered a nice-to-have qualification.

Is there an emphasis on diversity and inclusion in the hiring process?

Yes, Helsing encourages applications from women and underrepresented minority groups, and values diverse perspectives and experiences.

What is Helsing’s stance on work-life balance?

Helsing focuses on outcomes rather than time-tracking, promoting a flexible work environment to balance professional commitments with personal life.

Are there opportunities for training and onboarding?

Yes, Helsing offers a hands-on onboarding program called "Infraduction," where new hires build tools and applications while learning the company's tech stack and work processes.

What kind of workplace culture does Helsing promote?

Helsing promotes an open and transparent culture that encourages healthy debates, responsible autonomy, and critical thinking among its employees.

Does Helsing provide any relocation support?

Yes, Helsing offers relocation support for new employees moving to join the company.

What compensation and benefits can employees expect at Helsing?

Employees can expect competitive compensation, VSOP options, social and education allowances, and regular company events to foster team bonding.

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Helsing

Artificial Intelligence To Serve Our Democracies.

Engineering & Construction
Industry
201-500
Employees
2021
Founded Year

Mission & Purpose

Helsing is a new type of security and artificial intelligence company. We believe that software – and, in particular, artificial intelligence – will be the key capability to keep liberal democracies from harm. Our ambition is to achieve global technology leadership in real-time information processing, turning unstructured sensor data into information advantage for democratic governments. Our platform aims to provide the clearest picture possible in any operating environment. We’re looking for people with their heart in the right place, who share our conviction that liberal democratic values are worth protecting, for ourselves and for future generations.

Benefits

  • Social allowance

  • Enhanced parental benefits

  • ESOP for everyone

  • Professional development