IT Engineer - Second line role

Klyk; Greater London; Hybrid; GBP 32,000 - 48,000; Full time

Benefits offered by this job

Hybrid work model

Meaningful mission to reduce e-waste

Job summary

Klyk is hiring a 2nd Line IT Engineer in London (Acton) to handle escalations, resolve complex issues, and meet SLAs. Onboarding onsite, then a hybrid working model with a mix of remote and in-office support.

You will work across Google Workspace and Microsoft 365, manage devices lifecycle, and assist with IT security baselines and AI service desk escalations. The role emphasizes automation, sustainability, and impactful IT operations.

Qualifications

• Experience as a 2nd Line IT Engineer in MSP or in-house IT service desk.
• Strong knowledge of Google Workspace and Microsoft 365 administration.
• Confident with Windows and macOS operating systems.
• Experience using device management tools such as Intune, Jamf and JumpCloud.
• Strong communication and customer service skills with focus on SLAs.
• Organised, proactive, and capable of managing multiple priorities in a fast-paced environment.

Responsibilities

• Take ownership of tickets and deliver effective, timely solutions to customer requests.
• Ensure all work is completed within SLAs and to high quality standards.
• Manage tickets from all channels: Slack/Teams, email, phone.
• Provide remote and occasional onsite support for Google Workspace (60%) and MS 365 (40%).
• Troubleshoot and resolve issues on Windows, Mac, and mobile devices.
• Support key apps including Gmail, Drive, Meet, Groups, Outlook, Teams, SharePoint.
• Handle escalations from AI service desk and contribute to knowledge base updates.
• Provision and track devices throughout lifecycle, including secure wipe and retirement for refurbishment/donation.
• Apply security baselines including MFA, conditional access, and device compliance policies.
• Configure devices with Intune, Jamf, JumpCloud and other leading MDMs.
• Maintain accurate documentation and contribute to internal knowledge sharing.
• Collaborate with senior engineers to improve tooling and processes.

Skills

Customer service

SLA management

Multitasking

Communication

Organizational skills

Tools

Intune

Jamf

JumpCloud

NinjaRMM

Halo PSA

Job description

At Klyk, we are building the world's first AI-Enabled IT Operating System for modern, high-growth businesses. Our mission is simple yet radical: to remove both friction and waste from IT operations entirely, keeping growing teams in their creative flow—and electronic waste out of landfills.

By packaging our deep IT expertise into a powerful, scalable SaaS stack that lives natively inside Slack and Microsoft Teams, we automate and resolve employee IT requests instantly right where they already work. At the exact same time, our platform seamlessly coordinates the physical world: provisioning premium refurbished hardware, tracking software and hardware assets from delivery to retirement, and enforcing enterprise-grade, zero-trust cybersecurity at the click of a button.

We are already a proud Certified B Corp trusted by some of the UK's most impactful and high-growth organisations - including B Lab UK, Wild, THIS, SURI, Bloom & Wild, Healf, and Field Energy. With our AI service desk app live and an eager pipeline of pilot customers waiting to deploy right now, we are actively looking to scale our sustainable, automation-powered ecosystem.

But what truly drives us is a deeply human mission: we are working to eradicate digital poverty. We believe that access to technology is a fundamental right, yet millions of young people remain locked out of the digital world. Every cycle of hardware we manage feeds directly into this goal—we refurbish and donate high-quality devices to children living below the digital poverty line. By joining Klyk, you aren't just building a SaaS platform; you are directly helping to bridge the digital divide and place the tools for a brighter future into the hands of the kids who need them most.

The Role — IT Engineer

We’re looking for a 2nd Line Service Desk Engineer to join our growing team in Acton. This is a hands‑on technical role where you’ll handle escalations, resolve complex issues, and ensure customer requests are delivered within agreed SLAs. You’ll work across a wide variety of customers and platforms, helping to shape our service delivery as we continue to grow and scale. You’ll start onsite for onboarding and training, then move into a hybrid working model.

• Location: Our office in London, Acton (with a hybrid working culture)
• Start: ASAP

What You’ll Do

The core responsibilities include:

• Take ownership of tickets and deliver effective, timely solutions to customer requests.
• Ensure all work is completed within agreed SLAs and to a high standard of service quality.
• Manage tickets from all channels, including escalations from our AI service desk in Slack and Teams, email and phone.
• Provide remote and occasional onsite support across Google Workspace (60%) and Microsoft 365 (40%).
• Troubleshoot and resolve issues with Windows devices, MacBooks, and mobile devices.
• Support key applications including Gmail, Google Drive, Meet, Groups, Outlook, Teams, and SharePoint.
• Handle issues the AI service desk escalates, and feed back fixes and knowledge‑base updates so the automation gets smarter over time.
• Provision, enrol and track devices across their lifecycle, including secure wipe and retirement of hardware that goes on to be refurbished and donated.
• Apply and maintain security baselines including patching, MFA, conditional access, device compliance policies across customer environments.
• Configure and manage devices using Intune, Jamf, JumpCloud and other leading MDMs.
• Maintain accurate documentation, update tickets promptly, and contribute to internal knowledge sharing.
• Collaborate with senior engineers to improve tooling, processes, and customer experience.

What We’re Looking For

• Proven experience in a 2nd Line IT Engineer role in either a Managed Service Provider (MSP) or an in‑house IT service desk.
• Strong knowledge of Google Workspace and Microsoft 365 administration.
• Confident supporting Windows and macOS operating systems.
• Experience using device management tools such as Intune, Jamf and JumpCloud.
• Familiarity with PSAs such as Halo and RMM platforms such as NinjaRMM.
• Strong communication and customer service skills, with a focus on meeting SLAs and maintaining high customer satisfaction.
• Organised, proactive, and comfortable managing multiple priorities in a fast‑paced environment.
• Curious about automation and comfortable working alongside AI tools; you spot repetitive work and want to remove it.

Nice to Have

• Understanding of ITIL best practices.
• Experience supporting Apple users in business environments.
• Basic networking knowledge including DNS, DHCP, VPNs, and firewalls.
• Interest in automation or scripting using PowerShell or Bash.Purpose-driven work: Make a measurable impact on reducing e‑waste and transforming how businesses use technology.
• Build something meaningful: Help create the platform that powers a new generation of sustainable, automated IT services.
• Ownership and trust: Own the day‑to‑day of our IT operations and be trusted to make it run smoothly.
• Continuous learning: Get exposure to IT operations, customer success, and the realities of a fast‑growing tech business.
• Values‑led culture: As a B Corp, we prioritise flexibility, fairness, environmental impact, and long‑term thinking.

If the idea of keeping a fast‑moving, sustainable IT operation running smoothly excites you — then you’ll thrive at Klyk. We appreciate not everyone will have absolutely everything listed above, but if you think you could be a great fit for us, please apply! We know that the best ideas come from a team with varied perspectives and experiences. Inclusion is core to our mission. We are committed to building a kind and inclusive workplace where everyone is empowered to grow and succeed.