IT Systems Support Engineer

smart.co; Greater London; On-site; GBP 35,000 - 60,000; Full time

Benefits offered by this job

25 days holiday

Training budget

Private healthcare

Sick leave

Maternity/paternity pay

Life insurance

Sabbatical

Wellbeing program

Arena Flowers discount

Job summary

Smart is seeking an IT Systems Support Engineer to assist end users and hardware across regions, ensuring reliable access to systems and services. You will help maintain CMDB artefacts and alignment with Smart’s policies.

The role emphasizes collaboration within IT and Cyber teams, incident management, troubleshooting, and ensuring devices stay compliant with CIS benchmarks and ISO27001. You will work with Windows, MacOS, iOS and Android, and support productivity tools like Google Workspace and

Qualifications

• Experience administering productivity and collaboration platforms (Google Workspace, Microsoft 365).
• Experience managing users, credentials and access in IAM platforms.
• Practical knowledge of Mobile Device Management (InTune).
• Proficient with Windows, macOS, iOS and Android operating systems.
• Experience troubleshooting issues for users and devices in EDR, web proxy, and traffic tooling.
• Knowledge of TCP/IP networking and VLANs in WAN/LAN environments.
• Strong communication to convey messages to different audiences.
• Ability to data-driven decisions with pragmatism and pace.
• Ability to identify issues, implement workarounds and solve IT problems.
• Initiative and self-direction, with teamwork mindset.

Responsibilities

• Collaborate with IT, Cyber and other departments to support and maintain systems, services and processes.
• Ensure compliance with Smart policies and frameworks and keep CMDB artefacts up to date.
• Communicate incidents and problems effectively across the tech stack.
• Maintain documentation and registers to a high standard.
• Foster openness, teamwork and knowledge sharing within IT and across departments.
• Participate in incident management activities and culture of continuous improvement.
• Ensure devices stay compliant with policies, CIS Benchmarks, ISO27001.
• Manage user and device lifecycle per Smart policies.
• Promote and practice proactive problem solving and ownership.
• Support end-user devices and access controls across Windows, MacOS, iOS and Android.

Skills

Google Workspace

Microsoft 365

Identity and Access Management

InTune

EDR

Web proxy

Traffic management

Networking (TCP/IP, VLANs)

Communication skills

Troubleshooting

Initiative

Teamwork

Tools

Google Workspace

Microsoft 365

InTune

EDR tooling

Web proxy

Traffic inspection tooling

TCP/IP networking

Job description

At Smart, our mission is to transform retirement, savings and financial wellbeing, across all generations, around the world.

THE ROLE

As an IT Systems Support Engineer your primary focus will be supporting end users and hardware within all regions to ensure consistent and reliable access to systems and services. You will also be responsible for ensuring that Smart resources within the remit of the IT department are managed and maintained in accordance with Smart policies and procedures including ensuring that registers, databases are kept up to date.

Main responsibilities:

• To work collaboratively within your immediate team, wider IT and Cyber team and across departments within Smart.
• Ensure systems, services and processes are supported and maintained within Smart Pensions’ prescribed standards, policies and compliance frameworks.
• To effectively communicate issues, incidents and problems affecting systems, services and processes across our full tech stack.
• To ensure documentation, registers and related CMDB artefacts and Smart resources are implemented and maintained to a high standard.
• To support culture of openness, transparency and teamwork within your immediate team, wider IT team and across departments within Smart.
• To facilitate and participate in knowledge sharing activities within your immediate team, wider IT and Cyber team and across departments within Smart.
• To promote and by example and foster a culture of continuous improvement.
• Actively participate in incident management activities within the IT team and across departments within Smart.
• To ensure devices remain compliant with Smart’s policies, configuration policies and adopted standards e.g. Smart Corporate IT Vulnerability and Patching Management Policy, CIS Benchmarks, ISO27001.
• Ensuring only authorised access, is granted and maintained to systems and services managed by Smart IT.
• To manage and maintain user and device lifecycle management with Smart's own and adapted policies, processes and procedures.
• Other activities as required.

WHO WE ARE LOOKING FOR

The skills, experience, and aptitudes we are looking for are listed below but please don’t be discouraged from applying if you don’t meet every single one of these criteria – having a ‘can do’ attitude is sometimes more important than being able to tick every box:

• You are able to demonstrate a good level of working knowledge of the administration of productivity and collaboration platforms including Google Workspace and Microsoft 365.
• You are able to demonstrate a working knowledge in the management, maintenance of users, their credentials and access assignment within Identity and Access Management platforms.
• You are able to demonstrate a practical level of working knowledge of Mobile Device Management platforms including InTune.
• You are able to demonstrate a high level of proficiency in working with Windows, MacOS, IOS and Android operating systems.
• You are able to demonstrate the ability to manage and troubleshoot issue for users and devices within EDR, web proxy, and traffic management and inspection tooling.
• You have a practical experience with the configuration of TCP/IP networking and VLANs in WAN/LAN environments within local networking environments.
• You are able to demonstrate strong communication skills that deliver the right message at the right time to the right audience and at the right level.
• You are able to demonstrate the ability to make data driven decisions with pragmatism and at pace.
• You are able to demonstrate the ability to effectively identify issues, implement workarounds and find solutions to problems reported or otherwise identified within the IT environment.
• You are able to use your own initiative to, discover issues and find solutions without having to consistently rely on others for direction and support.
• You can, above all, demonstrate a commitment to teamwork and support for your colleagues.

WHO WE ARE

We work in partnerships with governments and financial institutions in the UK and internationally. Our cloud-native digital platform is revolutionising how people around the world think about, and save for, their retirement.

At heart, we’re a financial technology business. What we do is all about innovation, and using the power of digital change to put the customer first. Our Engineers will tell you that working at Smart gives you the opportunity to play your part in developing world-class technological solutions, working with – and learning from – like-minded people.

You’ll also find that, across our business, our colleagues love Smart’s culture, and how what we do means better financial outcomes for savers. That feels worthwhile, and it means that what we do, collectively, goes way beyond the nine to five of a typical working day.

Don’t just take our word for it – you can see what our colleagues say about working at Smart on LinkedIn Life and Glassdoor.

BENEFITS

At Smart, one of the eight principles we work to is “We want happy and good people in our team”. We created a list of benefits that helps us achieve this goal:

• 25 days’ holiday per year, increasing with length of service.
• £500 annual training budget to spend on your professional development.
• Extensive private healthcare, including dental, eyecare and EAP.
• Enhanced sick leave (three months’ pay per year).
• Enhanced maternity and paternity (maternity – 6 months fully paid/paternity – 3 weeks fully paid).
• Death in service insurance cover.
• Fully-paid five-week sabbatical after five years of employment.
• In office wellbeing, such as manicures, massages and barbers.
• Smart employees also enjoy a 50% discount on orders from our sister company Arena Flowers, Britain's most ethical florist. They offer unique hand-tied bouquets, luxury flowers, letterbox flowers, plants and gifts to spend on friends and loved ones or even for yourself.

At Smart, we are committed to creating an inclusive and equitable workplace where everyone feels valued, respected, and empowered to do their best work.

We believe that diverse perspectives help us lead the way in transforming retirement, savings, and financial wellbeing. We welcome differences in background, experience, thinking, and identity, and we recognise that innovation is strongest when it is built on inclusion and fairness. We encourage applications from people of all backgrounds and experiences and do not discriminate on the basis of any protected characteristic.

If you require any reasonable adjustments during the recruitment process or in the workplace, we encourage you to let us know - we are committed to supporting you.

We think Smart is an awesome place to work. If it sounds like somewhere you’d like to work, too, and if you’re ready to play your part in our continued success in the future, then naturally we’d love to meet you.