IT Support Engineer — AI & Automation Specialist

Bycape

Greater London

On-site

GBP 38,000 - 47,000

Full time

14 days+

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Job summary

Cape.io, a global technology company, is seeking an IT Support Engineer to administer business applications, manage devices, and automate IT workflows from London. The role covers ticket queue ownership, device management, core app administration, scripting for automation, and user lifecycle tasks.

The ideal candidate combines strong troubleshooting with a customer-first approach and appetite for AI-driven improvements.

Qualifications

Experience in an IT support role with solid networking fundamentals.
Strong hands-on knowledge of Mac and Windows operating systems.
Proficient with core business apps: Google Workspace, GCP, Jira/Confluence, Zendesk, and related admin/configuration tasks.
Excellent troubleshooting ability across enterprise IT environments.
Proficiency with Zendesk for ticketing, incident tracking, and automation workflows.
Customer-first mindset with strong written and verbal communication skills.
Interest in using AI and automation to improve IT operations and workflows.
Scripting experience for automating routine tasks; Python is a bonus.

Responsibilities

Ticket Management: own and manage the support ticket queue end-to-end.
MDM & Device Management: administer Jamf Pro and ManageEngine Endpoint Central for macOS/iOS and Windows fleets.
Application & Workflow Administration: manage Google Workspace, Google Cloud Platform, Jira/Confluence, Zendesk, and related configurations.
Process Automation & AI: build automated workflows to reduce operational overhead.
User Account & Access Management: manage onboarding/offboarding across Google Workspace and business apps.
Service Request Fulfilment: handle service requests from first-line to more complex issues.
Incident Management: log, triage, and drive incidents to resolution with root-cause documentation.
Training & Knowledge Sharing: train users and juniors on IT tasks and tools.
Troubleshooting: diagnose and resolve complex issues across devices and apps.
User Assistance: support day-to-day IT needs including password resets and hardware maintenance.
Escalation: know when to involve IT Manager or third-party vendors.
Customer Service: maintain high standards of communication with users at all levels.
Out of hours working: may occur for certain IT projects.
Documentation: create and maintain clear IT process docs.