IT Support Specialist - London

OpenAI; London; On-site; GBP 100,000 - 125,000; Full time

Job summary

An established industry player is seeking an IT Support Specialist to deliver exceptional technical support and enhance IT processes. This role is vital in ensuring employees have seamless access to IT resources, requiring a proactive, customer-focused individual with strong expertise in macOS and troubleshooting. You'll manage IT assets, drive process improvements, and support event operations while utilizing ITSM tools like ServiceNow. Join a dynamic team committed to innovation and excellence in IT services, where your contributions will directly impact the employee experience and operational efficiency.

Qualifications

• Strong technical expertise in macOS and familiarity with identity management tools.
• Excellent troubleshooting skills in Mac and enterprise IT environments.

Responsibilities

• Provide frontline IT support for hardware, software, and network issues.
• Manage IT assets and vendor relationships for procurement and maintenance.

Skills

macOS

troubleshooting

communication skills

customer service

problem-solving

attention to detail

continuous improvement

Tools

ServiceNow

Google Workspace

Office 365

Slack

Atlassian products

Azure AD

Jamf

Intune

Google Meet

Microsoft Teams

Crestron

Job description

About the Team

The IT Services and Support team is responsible for providing seamless, efficient, and reliable IT solutions across the organization. We handle frontline IT support, manage vendor relationships and equipment inventory, and continuously improve our processes and documentation to enhance the overall employee experience.

About the Role

As an IT Support Specialist, you will be the first point of contact for troubleshooting hardware, software, and network issues, ensuring our employees have seamless access to the tools and support they need. You will play a crucial role in IT operations, from resolving support requests to managing vendor relationships, maintaining IT assets, and driving process improvements.

We are looking for someone who is customer-focused, technically proficient, and proactive in enhancing IT processes. You should excel in clear communication with both technical and non-technical stakeholders, have a strong background in macOS (Windows experience is a plus), and thrive in a fast-paced, collaborative environment.

This role is based in our London office at King's Cross Station and requires five days per week onsite.

In this role, you will:

1. Provide frontline IT support: Serve as the primary contact for troubleshooting hardware, software, and network issues, ensuring quick and effective resolutions.

2. Manage IT assets and vendors: Coordinate with vendors for procurement, repairs, and maintenance of hardware and software. Maintain secure, up-to-date, and standardized systems.

3. Drive IT process improvements: Work with cross-functional teams to refine workflows (e.g., onboarding, device imaging) and suggest innovative solutions to enhance IT operations.

4. Support AV and event operations: Manage audiovisual setups and troubleshoot technical issues for high-production all-hands meetings and office events.

5. Leverage ITSM tools: Utilize ServiceNow for IT service management, ticket tracking, and process automation to streamline support operations.

You may be a fit for this role if you have:

1. Strong technical expertise in macOS (Windows experience is a plus) and familiarity with identity and device management tools like Azure AD, Jamf, and Intune.

2. Experience with enterprise collaboration tools, such as Google Workspace, Office 365, Slack, and Atlassian products.

3. Excellent troubleshooting and problem-solving skills within Mac and enterprise IT environments.

4. AV event management experience, including hands-on expertise with Google Meet, Microsoft Teams, and Crestron for high-profile meetings.

5. Proficiency with ITSM platforms like ServiceNow, using them for ticketing, incident tracking, and process automation.

6. A proactive, customer-first mindset, with strong written and verbal communication skills to support both technical and non-technical audiences.

7. A meticulous approach to IT operations, ensuring precision and attention to detail in your work.

8. A drive for continuous improvement, whether in streamlining IT processes, automating workflows (via scripting or low-code tools), or mentoring junior team members.

About OpenAI

OpenAI is an AI research and deployment company dedicated to ensuring that general-purpose artificial intelligence benefits all of humanity. We push the boundaries of the capabilities of AI systems and seek to safely deploy them to the world through our products. AI is an extremely powerful tool that must be created with safety and human needs at its core, and to achieve our mission, we must encompass and value the many different perspectives, voices, and experiences that form the full spectrum of humanity.

We are an equal opportunity employer and do not discriminate on the basis of race, religion, national origin, gender, sexual orientation, age, veteran status, disability or any other legally protected status.