IT Support Engineer London
Bycape
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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.
Skills
Tools
Job description
C a r e e r s
Administer business applications, manage devices, and automate IT workflows.
We are a global technology company on a mission to eliminate the friction between creative and media. Cape.io is the first Intelligent Campaign Automation platform to unify the entire campaign lifecycle. By embedding AI and automated compliance from creative inception to activation, we empower brands to launch high-impact, compliant campaigns with unprecedented speed and intelligence.
Our platform is trusted by the world's top agencies and advertisers to control and distribute advertising content in over 100 countries. With over 230 employees across 21 offices—from London to the Americas, Europe, and Asia Pacific—we are fundamentally changing the way advertising works.
Ticket Management: Own and manage the support ticket queue end-to-end, prioritising and resolving basic to complex issues.
MDM & Device Management: Administer Jamf Pro and ManageEngine Endpoint Central for macOS/iOS and Windows device fleets, including enrolment, configuration profiles, and app deployment.
Application & Workflow Administration: Administer core business applications including Google Workspace, Google Cloud Platform, Atlassian (Jira, Confluence), and Zendesk, and more supporting configuration, permissions, and process design.
Process Automation & AI: Identify repetitive or manual IT processes and build automated workflows using AI tools and scripting to reduce operational overhead.
User Account & Access Management: Own the onboarding/off-boarding lifecycle across Google Workspace, MDM, and business applications, ensuring access is provisioned and revoked correctly and securely.
Service Request Fulfilment: Handle and resolve service requests that from first-line support to more complex requests, working independently and knowing when to loop in the IT Manager.
Incident Management: Log, triage, and drive incidents to resolution, ensuring timely fixes, clear root-cause documentation, and proactive communication with affected users.
Training and Knowledge Sharing: Provide training and share knowledge with users and junior colleagues on IT tasks, tooling, and best practices.
Troubleshooting: Diagnose and resolve complex technical issues across devices, applications, and infrastructure, escalating to the IT Manager only where necessary.
User Assistance: Support users with day-to-day IT needs, from password resets and hardware maintenance to more involved application and access issues.
Escalation: Act as the escalation point and know when to bring in the IT Manager or third-party vendors for the most complex issues.
Customer Service: Maintain a high standard of customer service and clear communication with users across all levels of the business.
Out of hours working: Certain IT projects and activities may need to be carried out outside normal business hours to avoid disrupting day-to-day operations.
Documentation: Create and maintain clear documentation for processes, common issues, and configurations across MDM, applications, and infrastructure
Experience in an IT support role, with a proven track record of operating as an experienced IT support engineer, including solid networking fundamentals.
Hands-on and solid technical knowledge experience in Mac and Windows operating systems.
Solid working experience with core business applications, in particular Google Workspace, Google Cloud Platform (admin console, security settings), Jamf Pro, ManageEngine Endpoint Central, ThreatDown (Malwarebytes), Atlassian and Zendesk.
Excellent troubleshooting and problem-solving skills within Mac, Windows and enterprise IT environments.
Proficiency with ITSM platforms like Zendesk, using them for ticketing, incident tracking, and workflow automation.
A proactive, customer-first mindset, with strong written and verbal communication skills to support both technical and non-technical audiences.
A genuine interest in using AI and automation to improve IT operations and workflows — you spot the repetitive task and go build the fix, rather than waiting to be asked.
Scripting experience for automating routine tasks and reporting; Python is a bonus but not essential.
A meticulous approach to IT operations, ensuring precision and attention to detail in your work.
A drive for continuous improvement — streamlining IT processes, reducing manual work, and being a strong team player alongside the IT Manager.
O u r D N A
Hesitation kills momentum. We combine speed with intelligence, turning complex challenges into automated solutions. We test, we learn, and we iterate—fast. Every experiment teaches us, and every failure makes us stronger.
We're not here to meet expectations; we're here to reset them. Our mission demands unprecedented quality, security, and scale. When our name is on something, it's because it pushes the boundaries of what's possible. Excellence isn't our goal; it's our starting point.
Success multiplies when shared. We step up, dig in, and make things better for each other. This isn't about solo heroes; it's about collective achievement through open collaboration, fierce support, and low ego.
Creativity drives humanity forward. Our technology exists to amplify it, protect it, and let it soar. We measure success not in features shipped, but in creative potential unlocked. We remove barriers between great minds and great work.
- Ana.
- Arlene.
- Dan.
- Daria.
- Dina.
- Eelco.
- Ella.
- Henry.
- James.
- Jeremiah.
- Lawrence.
- Luigi.
- Luz.
- Maru.
- Mathieu.
- Megan.
- Michiel.
- Pouya.
- Richard.
- Ross.
- Ross.
- Shelby.
- Tom.
- Zoë.
Ready to change what’s possible? Your next role is waiting.
Product
IT Support Engineer
Location
London
Employment
Full Time
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