IT Support Specialist IT London

Helsing GmbH; Greater London; Hybrid; GBP 32,000 - 45,000; Full time

Benefits offered by this job

Relocation support

Social and education allowances

Regular company events

Infraduction onboarding program

Job summary

Helsing is seeking an IT Support Engineer to be the first line of defence for our UK or German office users. You will resolve hardware, software, identity, and connectivity issues across macOS, Windows, and iOS, and manage onboarding/offboarding and device lifecycle.

You’ll own Jira Service Management tickets, collaborate with the IT Engineering team to automate common problems, and help maintain our SaaS tools and Microsoft 365 environment. A proactive, user‑focused mindset is essential.

Qualifications

• Provide hands-on IT support across macOS, Windows and iOS.
• Triage and manage end-user tickets in Jira Service Management.
• Collaborate with IT Engineering to automate recurring issues.

Responsibilities

• Provide technical end-user support via Slack, email, and in-person.
• Own and triage tickets in Jira Service Management, with clear communication.
• Manage user and device lifecycle: onboarding, offboarding, and access reviews.
• Maintain day-to-day Microsoft 365 services (Entra ID, Exchange, SharePoint, Teams).
• Configure and support SaaS tools and conferencing hardware.

Skills

macOS/Windows/iOS support

Ticket ownership

Proactive mindset

Customer focus

Tools

Jira Service Management

Microsoft 365

MDM solutions

Job description

Who we are

Helsing is a defence AI company. Our mission is to protect our democracies. We aim to achieve technological leadership, so that open societies can continue to make sovereign decisions and control their ethical standards.

As democracies, we believe we have a special responsibility to be thoughtful about the development and deployment of powerful technologies like AI. We take this responsibility seriously.

We are an ambitious and committed team of engineers, AI specialists and customer-facing programme managers. We are looking for mission-driven people to join our European teams – and apply their skills to solve the most complex and impactful problems. We embrace an open and transparent culture that welcomes healthy debates on the use of technology in defence, its benefits, and its ethical implications. The role

As an IT Support Engineer, you will be the first line of defence for our employees' day-to-day technology experience in our UK or German office. You'll keep our people productive by resolving issues quickly, owning the device and account lifecycle, and ensuring meeting rooms, endpoints and SaaS tools "just work". You'll work closely with our wider IT Engineering team to spot recurring problems, automate them away, and continuously raise the bar on the quality of IT service across Helsing — directly enabling the engineers, AI specialists, and program managers building capabilities that protect our democracies.

The day-to-day

• Provide technical support to end-users via Slack, email, and in-person troubleshooting hardware, software, identity, and connectivity issues across macOS, Windows, and iOS.

• Own and triage tickets in Jira Service Management, ensuring timely resolution, clear communication, and appropriate escalation of complex issues to the IT Engineering team.

• Manage the full user and device lifecycle: onboarding, offboarding, joiners/movers/leavers, MDM enrolment, account provisioning, and access reviews.

• Proactively maintain local video conferencing hardware, meeting rooms, printers, and other office IT, and provide hands‑on support for company events and town halls.

• Administer day-to-day operations in Microsoft 365 (Entra ID, Exchange, SharePoint, Teams) and other SaaS tools used across Helsing.

• Build and maintain documentation, runbooks, and self-service knowledge content to scale the team's impact.

• Identify recurring issues and partner with IT Engineering to design longer‑term fixes and automations

You should apply if you

• Have 3+ years of experience in an IT support role, ideally including L2/L3 responsibilities in a fast‑moving environment

• Have hands‑on experience supporting macOS, Windows, and iOS, and a solid grasp of identity, endpoint, and SaaS troubleshooting.

• Enjoy solving technical problems, are eager to learn new technologies, and have a genuine passion for helping others succeed.

• Can prioritise and manage multiple competing tasks calmly in a dynamic environment.

• Bring a proactive mindset. You spot and resolve potential issues before they become outages or tickets.

• Bring a customer‑first attitude with strong communication skills and a focus on delivering an excellent user experience.

• Your personal values match ours: ownership, initiative, dedication to mission, speed, and inclusiveness.

• Feel strongly about the right of democracies to defend their sovereignty through the fielding of capabilities that bolster deterrence and decisive action.

Note: We operate at an intersection where women, as well as other minority groups, are systematically under‑represented. We encourage you to apply even if you don’t meet all the listed qualifications; ability and impact cannot be summarised in a few bullet points.

Nice to have

• Experience working with M365, more specifically Entra ID, Exchange and SharePoint.

• Experience working with Mobile Device Management tools like Intune, Jamf and JumpCloud.

• Experience working with PowerShell or Python to automate workflows.

• Hands‑on experience with networking concepts like Zero Trust and VPN troubleshooting.

• Experience working in a fast‑growing startup or a high‑paced, dynamic environment.

Join Helsing and work with world‑leading experts in their fields

• Helsing’s work is important. You’ll be directly contributing to the protection of democratic countries while balancing both ethical and geopolitical concerns.

• The work is unique. We operate in a domain that has highly unusual technical requirements and constraints, and where robustness, safety, and ethical considerations are vital. You will face unique Engineering and AI challenges that make a meaningful impact in the world.

• Our work frequently takes us right up to the state of the art in technical innovation, be it reinforcement learning, distributed systems, generative AI, or deployment infrastructure. The defence industry is entering the most exciting phase of the technological development curve. Advances in our field of world are not incremental: Helsing is part of, and often leading, historic leaps forward.

• In our domain, success is a matter of order‑of‑magnitude improvements and novel capabilities. This means we take bets, aim high, and focus on big opportunities. Despite being a relatively young company, Helsing has already been selected for multiple significant government contracts.

• We actively encourage healthy, proactive, and diverse debate internally about what we do and how we choose to do it. Teams and individual engineers are trusted (and encouraged) to practise responsible autonomy and critical thinking, and to focus on outcomes, not conformity. At Helsing you will have a say in how we (and you!) work, the opportunity to engage on what does and doesn’t work, and to take ownership of aspects of our culture that you care deeply about.

What we offer

• A focus on outcomes, not time‑tracking

• Competitive compensation and VSOP options

• Relocation support

• Social and education allowances

• Regular company events and all-hands to bring together employees as one team across Europe

• A hands‑on onboarding program (affectionately labelled "Infraduction"), in which you will be building tooling and applications to be used across the company. This is your opportunity to learn our tech stack, explore the company, and learn how we get things done - all whilst working with other engineering teams from day one(Specifically for engineering and AI)

Helsing is an equal opportunities employer. We are committed to equal employment opportunity regardless of race, religion, sexual orientation, age, marital status, disability or gender identity. Please do not submit personal data revealing racial or ethnic origin, political opinions, religious or philosophical beliefs, trade union membership, data concerning your health, or data concerning your sexual orientation.