AI-Driven IT Support Engineer

Sponsor Finder; Greater London; Hybrid; GBP 42,000 - 62,000; Full time

Job summary

Clay is scaling rapidly and building a new IT function. This role delivers reliable helpdesk service, triages requests, and fuels efficiency by configuring workflows in our AI-powered ITSM platform. You will own onboarding/offboarding, manage the SaaS stack, and coordinate hardware, ensuring a smooth, secure employee experience.

You’ll work closely with the Head of IT to shape processes, improve queues, and build a smarter support function as the company grows.

Qualifications

• 3 to 5 years in IT support, helpdesk, or a closely related role.
• Strong service delivery instincts; you prioritize well, keep queues clean, and close requests with clear communication.
• Hands‑on experience with ITSM platforms; you understand how to configure and manage one, not just work inside it
• Broad SaaS admin experience: Google Workspace, Slack, Zoom, Notion, and similar platforms; you've provisioned users, managed settings, and handled admin tasks across a modern SaaS stack
• Familiarity with office technology: conference room AV setup and troubleshooting, Meraki or similar networking equipment
• Experience supporting onboarding and offboarding workflows end to end
• Technical fluency: comfortable in SaaS platforms, macOS, and basic identity and access management tasks (provisioning, deprovisioning, group management)
• AI-forward mindset: you use AI tools to work faster, handle volume more intelligently, and improve the support experience
• Process-oriented: you notice what's inefficient and want to fix it
• Clear communicator: employees trust you and know their issues are being handled

Responsibilities

• Be the face of IT at Clay; triage and resolve requests across access, software provisioning, onboarding/offboarding, hardware support.
• Own onboarding and offboarding execution; provision and deprovision accounts, coordinate hardware.
• Help build the helpdesk function; configure ITSM platform, define categories, workflows, and queues.
• Keep the office running; support conference room AV, networking equipment, peripherals.
• Administer the SaaS stack; manage Google Workspace, Slack, Zoom, Notion and other tools.
• Handle hardware logistics; device provisioning, shipping, asset tracking.
• Build process, not just runbooks; document, identify patterns, automate recurring work.

Skills

IT support

Customer service

Clear communication

Process improvement

SaaS administration

Onboarding/offboarding

AI tools

Tools

Google Workspace

Slack

Zoom

Notion

Meraki

MacOS

Okta

Serval ITSM

Job description

Clay is scaling rapidly and building a new IT function. This role delivers reliable helpdesk service, triages requests, and fuels efficiency by configuring workflows in our AI-powered ITSM platform. You will own onboarding/offboarding, manage the SaaS stack, and coordinate hardware, ensuring a smooth, secure employee experience.

You’ll work closely with the Head of IT to shape processes, improve queues, and build a smarter support function as the company grows.