IT Support Engineer — Windows & Mac, Hybrid

The Pokémon Company International; Greater London; Hybrid; GBP 35,000 - 56,000; Full time

Benefits offered by this job

Company events

Healthcare premiums fully paid

Pension employer contributions

Family leave

Life insurance

Visa sponsorship potential

Relocation package

LinkedIn Learning

Commuter benefits

Fitness reimbursement

Job summary

The Pokémon Company International in London is seeking an experienced IT Helpdesk Specialist to support onsite and remote staff, resolve incidents, and maintain systems across the global organization.

You will troubleshoot Windows and macOS, manage user accounts, provision hardware, support meeting rooms and executive events, and document procedures. Strong customer service and ITIL knowledge are essential.

Qualifications

• Three to five years of technical support experience in Windows and Mac OS environments.
• Bachelor's degree or equivalent technical qualifications.
• Experience supporting hybrid and remote workforces in a global organization.
• ITIL Foundation certification or equivalent desirable.
• Strong Office 365 knowledge.
• Familiarity with Jira for ticketing and incident tracking.
• Experience with MFA, modern authentication, and basic networking concepts.

Responsibilities

• Provide onsite and remote IT support via ticketing, email, and desk-side assistance.
• Respond to incidents promptly and meet KPIs and SLAs.
• Escalate Tier 1 issues and assist with higher-level problems.
• Troubleshoot Windows, macOS, networking, and hardware issues.
• Document problems, resolutions, and standard operating procedures.
• Manage user accounts and permissions in established systems.
• Provision hardware for new starters and office expansions.
• Support meeting rooms and conference tech, including video equipment.
• Provide in-room IT support for executive-level events.
• Create and maintain system documentation; assist with special projects.
• Mentor teammates and adopt new technologies to improve processes.

Skills

Windows OS

macOS

Customer service

Technical documentation

Jira

Slack

Office 365

VPN basics

Education

Bachelor's degree

Tools

JAMF

MS Intune

System Center Config Manager

Azure AD / Entra ID

Job description

The Pokémon Company International in London is seeking an experienced IT Helpdesk Specialist to support onsite and remote staff, resolve incidents, and maintain systems across the global organization.

You will troubleshoot Windows and macOS, manage user accounts, provision hardware, support meeting rooms and executive events, and document procedures. Strong customer service and ITIL knowledge are essential.