AI-Driven IT Support Engineer — Helpdesk & Onboarding Lead

Clay; Greater London; On-site; GBP 35,000 - 55,000; Full time

Job summary

Clay is rapidly scaling its IT function. This role is the first point of contact for requests, ensuring fast, reliable helpdesk support and smooth onboarding/offboarding. You will configure workflows in our AI-powered ITSM platform and partner with the Head of IT to shape a scalable, efficient IT service.

You’ll join a fast-moving startup culture where collaboration and AI-driven processes drive continuous improvement, with a focus on clean queues and proactive problem solving.

Qualifications

• 3 to 5 years in IT support, helpdesk, or a closely related role.
• Strong service delivery instincts; you prioritise well, keep queues clean, and close requests with clear communication
• Hands-on experience with ITSM platforms; you understand how to configure and manage one
• Broad SaaS admin experience: Google Workspace, Slack, Zoom, Notion, and similar platforms
• Experience supporting onboarding and offboarding workflows end to end
• Technical fluency: SaaS platforms, macOS, IAM tasks
• AI-forward mindset: use AI tools to work faster and smarter
• Clear communicator: employees trust you to handle issues

Responsibilities

• Be the face of IT at Clay; triage and resolve requests across access, software provisioning, onboarding/offboarding, hardware support, and general helpdesk needs.
• Own onboarding and offboarding execution; provision/deprovision accounts, coordinate hardware, and ensure seamless day-one setup.
• Help build the helpdesk function; define categories, build workflows, and manage queues as the function scales.
• Keep the office running; support conference room AV, networking equipment, peripherals, and general office tech.
• Administer the SaaS stack; day-to-day admin across Google Workspace, Slack, Zoom, Notion, provisioning users and settings.
• Handle hardware logistics; device provisioning, shipping, receiving, and asset tracking.
• Build process, not just runbooks; document ownership, identify patterns, and automate recurring work.

Skills

IT support

Service delivery

ITSM platforms

SaaS admin

Onboarding/offboarding

MacOS familiarity

IAM tasks

AI tools

Clear communication

Problem solving

Tools

Google Workspace

Slack

Zoom

Notion

Meraki networking

Job description

Clay is rapidly scaling its IT function. This role is the first point of contact for requests, ensuring fast, reliable helpdesk support and smooth onboarding/offboarding. You will configure workflows in our AI-powered ITSM platform and partner with the Head of IT to shape a scalable, efficient IT service.

You’ll join a fast-moving startup culture where collaboration and AI-driven processes drive continuous improvement, with a focus on clean queues and proactive problem solving.