IT Engineer

Pendo; Greater London; On-site; GBP 41,000 - 57,000; Full time

Job summary

A global technology company is looking for an experienced IT Engineer in Greater London to support EMEA employees and drive AI initiatives. This role combines hands-on support and strategic projects aimed at improving IT service delivery. Candidates should have 2-5 years experience in IT support, strong communication skills, and familiarity with macOS and Windows. Competitive salary ranging from £41,000 to £56,700 based on location and experience.

Qualifications

• 2 to 5 years of experience in an IT support or Service Desk environment.
• Familiarity with Google Workspace and macOS/Windows operating systems.
• Ability to work independently and collaborate with a distributed team.

Responsibilities

• Act as the primary IT support owner for EMEA providing both on-site and remote assistance.
• Deliver high-quality support via ticketing, chat, email and walk-up interactions.
• Contribute to AI-powered improvements across IT operations.

Skills

IT support experience

macOS knowledge

Windows knowledge

customer-first mindset

strong communication skills

Tools

Google Workspace

Okta

MDM solutions

Job description

We are seeking an experienced IT Engineer to serve as the primary technology support partner for our EMEA-based employees while also helping shape how IT leverages AI to scale, automate and rethink service. The role is intentionally dual-focused.

• Initially 50‑70% of your time will be spent delivering excellent Service Desk support and acting as the trusted, empathetic first point of contact for our EMEA teammates; this should reduce to 25‑50% over time.
• The remaining time will focus on helping advance AI‑driven initiatives that improve internal efficiency, reduce friction and unlock new ways of working for IT and the business.

We support over 900 employees globally, 60% of whom are distributed across multiple time zones. Our IT team plays a critical role in ensuring technology feels seamless, secure and human while continuously evolving how that support is delivered. It is a hands‑on role for someone who enjoys helping people today and building smarter systems for tomorrow.

Role Responsibilities

Service Desk and Employee Support

• Act as the primary IT support owner for EMEA providing both on‑site and remote assistance.
• Deliver high‑quality support via ticketing, chat, email and walk‑up interactions.
• Troubleshoot end‑user issues across macOS (primarily) and Windows environments.
• Accurately document incidents, requests and resolutions in our service management platform (Zendesk).
• Manage hardware and software assets following established lifecycle and inventory processes.
• Balance security, usability and efficiency in all support decisions.
• Partner with global IT colleagues to support users outside of EMEA when needed.
• Advocate for employees by identifying recurring issues and working to eliminate root causes.

AI Enablement and Automation

• As Service Desk demand stabilizes, you will increasingly contribute to AI‑powered improvements across IT operations.
• Introductory AI use: embedding AI into your own workflows to improve speed and quality of work; developing and refining prompts, chaining models and automating repetitive tasks; using AI to accelerate troubleshooting documentation and knowledge creation.
• Transformative AI use: designing or contributing to AI agents, automations or workflows that reduce ticket volume or resolution time; rethinking IT service delivery using AI capabilities that were not feasible a few years ago; improving the employee experience by proactively delivering answers, fixes or guidance through AI‑driven systems.
• You will also help troubleshoot, refine and scale existing automations or AI‑enabled tools and collaborate with IT and cross‑functional partners to identify high‑impact opportunities for AI‑driven efficiency.
• This is not AI for experimentation alone. Success is measured by real reductions in friction, faster resolution and better employee experiences.

Minimum Qualifications

• 2 to 5 years of experience in an IT support or Service Desk environment.
• Working knowledge of macOS and Windows operating systems.
• Familiarity with Google Workspace.
• Strong communication skills and a customer‑first mindset.
• Ability to work independently while collaborating with a distributed team.

Preferred Qualifications

• Hands‑on experience supporting Okta, Google Workspace or similar SaaS platforms.
• Experience documenting technical issues clearly and consistently.
• Exposure to MDM solutions such as Jamf and Kandji (Iru).
• Practical experience using AI tools to automate tasks, improve workflows or build internal utilities.
• Interest in evolving from reactive support toward proactive AI‑enabled service delivery.

EEOC

We are an equal opportunity employer and believe having diverse teams where everyone brings their whole self to Pendo is key to our success. We welcome all people of different backgrounds, experiences, abilities and perspectives.

Accessibility

Pendo is committed to working with and providing access and reasonable accommodation to applicants with mental and/or physical disabilities. If you think you may require an accommodation for any part of the recruitment process, please send a request to the appropriate contact. All requests for accommodations are treated discreetly and confidentially as practical and permitted by law.

Compensation

Our salary ranges are based on paying competitively for our size and industry and are one part of many compensation, benefits and other reward opportunities we provide.

The expected salary range for this role, when performed in:

Sheffield UK: 41,000 - 46,000

London UK: 46,700 - 56,700

Individual pay rate decisions, including offers made within and over the expected salary range, are based on a number of factors including qualifications for the role, experience level, skillset and balancing internal equity relative to peers at the company.

Key Skills

Dhcp, Active Directory, VMware, Computer Networking, PowerShell, Microsoft Windows Server, Windows, Microsoft Exchange, SAN, Azure, Operating Systems, DNS.

Employment Type: Full Time

Experience: years

Vacancy: 1

Monthly Salary: 41,000 - 46,000