IT Support Engineer

Academic Key; Greater London; Hybrid; GBP 52,000 - 76,000; Full time

Job summary

Fireworks is hiring an IT Support Engineer in London to own the employee technology experience end to end, from day-one device readiness to the full asset lifecycle. You will resolve Tier 3 macOS escalations, stand up device management infrastructure, and document self-service processes for repeat issues.

You will be the escalation point for Windows and macOS fleet, manage identity and endpoint platforms, and partner with security to stay patched and compliant.

Qualifications

• 5+ years in IT support, end-user services, or systems administration.
• Strong hands-on troubleshooting Windows and macOS in an enterprise.
• Experience administering major MDM (JAMF Pro, Intune, Addigy).
• Experience with identity platforms (Okta, Entra ID) including SSO and MFA.
• Proficiency with ITSM platforms (ServiceNow, Jira Service Management).

Responsibilities

• Endpoint & Device Management across Windows & macOS fleets.
• Serve as Tier 1/2 escalation point; manage device images and deployments.
• Support security patches and compliance; collaborate with security.
• Provide in-person and remote support across North America and EMEA.
• Create runbooks and self-service docs in Confluence or SharePoint.

Skills

Windows & macOS troubleshooting

MDM platforms

Identity & access management

SSO & MFA administration

Patch management & endpoint security

ITSM platforms

Microsoft 365 / Google Workspace

customer service

operational SLA discipline

Tools

Confluence / SharePoint

Slack / Zoom / Google Meet

ServiceNow

Job description

About Us: Fireworks is the platform for specialized intelligence, enabling companies to build, train, and serve AI models tailored to their own data, workflows, and products. Founded by the team behind PyTorch and backed by AMD, Atreides, Benchmark Capital, Index Ventures, Lightspeed, NVIDIA, Sequoia Capital, and TCV, Fireworks powers production AI with hundreds of state-of-the-art open models across text, image, embedding, audio, and multimodal workloads. Today, Fireworks is a Series D company valued at $17.5 billion, bringing together an ambitious, collaborative team that's building the future of enterprise AI. About the Role We are hiring an IT Support Engineer to own the employee technology experience end to end — from day-one device readiness through the full asset lifecycle. This is a hands‑on, high-ownership role for someone who is equally comfortable resolving a Tier 3 macOS escalation, standing up device management infrastructure from scratch, and turning repetitive support work into documented, self‑service processes. You will be the technical escalation point for our Windows and macOS fleet, administer our identity and endpoint management platforms, and partner with security to keep the fleet patched and compliant. You will also mentor junior support staff and set the standard for white‑glove service across the company.

All jobs ARBEITNOW

IT Support Engineer

Fireworks · London

Abroad London Full Time Link validated

About Us: Fireworks is the platform for specialized intelligence, enabling companies to build, train, and serve AI models tailored to their own data, workflows, and products. Founded by the team behind PyTorch and backed by AMD, Atreides, Benchmark Capital, Index Ventures, Lightspeed, NVIDIA, Sequoia Capital, and TCV, Fireworks powers production AI with hundreds of state-of-the-art open models across text, image, embedding, audio, and multimodal workloads. Today, Fireworks is a Series D company valued at $17.5 billion, bringing together an ambitious, collaborative team that's building the future of enterprise AI.

About the Role We are hiring an IT Support Engineer to own the employee technology experience end to end — from day-one device readiness through the full asset lifecycle. This is a hands‑on, high-ownership role for someone who is equally comfortable resolving a Tier 3 macOS escalation, standing up device management infrastructure from scratch, and turning repetitive support work into documented, self‑service processes. You will be the technical escalation point for our Windows and macOS fleet, administer our identity and endpoint management platforms, and partner with security to keep the fleet patched and compliant. You will also mentor junior support staff and set the standard for white‑glove service across the company.

Key Responsibilities Endpoint & Device Management Be the front line supporting MDM platforms across the fleet in collaboration with our Technical Engineer — Supporting Windows & macOS — including enrollment, configuration profiles, group policies, and software distribution. Serve as the Tier 1/2 escalation point for macOS and Windows device management issues, including configuration drift, update failures, and security policy conflicts. Work with Technical Engineers to standardized OS images and deployment workflows on a quarterly cadence. Monitor endpoint performance and digital employee experience to identify emerging issues before they scale, and drive proactive remediation across the fleet. Execute workstation imaging, setup, and deployment for new hires and internal transfers, scaling to 100+ builds per month during peak hiring. Identity & Access Management Tier 1 /2 — provisioning, deprovisioning, group management, and application access requests. Tier 1 /2 supporting authentication methods including FIDO2 security keys, passkeys, and biometric authentication. Troubleshoot via remote sessions with Slack Huddle, Zoom, or Google Meet. Security & Compliance Partner with the IT Engineering team on patch management, vulnerability remediation, and endpoint compliance using tools such as BigFix, SentinelOne, or Automox. Exposure in supporting security-driven remediation tickets within SLA and maintaining fleet compliance against internal and regulatory standards. Service Delivery & Support Own a high-volume ticket queue in ServiceNow or Jira, consistently meeting or beating SLA targets while maintaining high customer satisfaction. Provide in-person and remote support to a globally distributed workforce across North America and EMEA time zones. Troubleshoot Microsoft 365 and Google Workspace issues including sync failures, authentication errors, mail flow, and collaboration tooling (Teams, Zoom, SharePoint). Support conferencing and telephony systems for internal and executive-level meetings. Asset Lifecycle & Vendor Management Provide asset management support to help track and manage our computer hardware and software. Asset shipping and recovery for our new joiners and leavers. Enablement Lead new-hire IT onboarding sessions covering workstation setup, security protocols, and support procedures. Author and maintain runbooks and self‑service documentation in Confluence or SharePoint to reduce repeat ticket volume.

Required Qualifications 5+ years of progressive experience in IT support, end user services, or systems administration. Strong hands‑on expertise troubleshooting both Windows and macOS in an enterprise environment. Production experience administering at least one major MDM platform (JAMF Pro, Microsoft Intune, Addigy, or equivalent), including building configuration profiles and policies from scratch. Working knowledge of identity platforms — Okta, Active Directory, or Entra ID — including SSO and MFA administration. Experience with endpoint security and patch management tooling (BigFix, SentinelOne, Automox, Zscaler, or similar). Proficiency with an ITSM platform (ServiceNow, Jira Service Management) and a track record of meeting SLA commitments at volume. Strong administration skills in Microsoft 365 and/or Google Workspace. Demonstrated ability to operate with minimal process and high ambiguity, and to build structure where none exists. Excellent written and verbal communication, with a white‑glove approach to customer service across all levels of the organization.

Preferred Qualifications JAMF Certified Tech (JAMF 200) or higher; Microsoft, Okta, or CompTIA certificat

Academic Key will never request login credentials or application fees for this role.

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