Modern Workplace Engineer: 1st/2nd Line IT Support

Ki; Greater London; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

Ki is seeking an Associate Modern Workplace Engineer in London to be the first point of contact for tech support for about 450 colleagues, including remote users. The role focuses on keeping end-user devices, Microsoft 365, and collaboration tools running smoothly in a cloud-first environment with Intune and Entra ID.

You will automate workflows, write runbooks, and contribute to device provisioning, security baselines, and knowledge base articles, with opportunities to grow in automation.

Qualifications

• Experience in 1st/2nd line IT support in corporate environments.
• Familiar with ITSM tools such as Freshservice, ServiceNow, Jira Service Management.
• Ability to explain technical concepts to non-technical colleagues.
• Experience with Windows 11, macOS, iOS and Android devices.
• Interest in automation and scripting with PowerShell.

Responsibilities

• Be first point of contact for incidents and requests via Freshservice, Slack, email and in person.
• Resolve 1st line issues such as password resets, MFA, and access.
• Diagnose 2nd line issues across Windows 11, macOS, and Microsoft 365.
• Deploy and configure devices using Intune and Windows Autopilot; onboard/offboard users.
• Maintain asset records and ensure security baselines and encryption.
• Produce knowledge base articles and runbooks for self-service.
• Identify repetitive tasks and contribute to automation using PowerShell.
• Support device refresh, app rollouts, and policy changes.
• Meet SLAs and contribute to performance reporting.

Skills

Troubleshooting

Clear communication

Automation interest

PowerShell

Security awareness

Tools

Microsoft Intune

Windows Autopilot

Entra ID

NinjaOne

Freshservice

Jamf

ServiceNow

Jira Service Management

PowerShell

Job description

Ki is seeking an Associate Modern Workplace Engineer in London to be the first point of contact for tech support for about 450 colleagues, including remote users. The role focuses on keeping end-user devices, Microsoft 365, and collaboration tools running smoothly in a cloud-first environment with Intune and Entra ID.

You will automate workflows, write runbooks, and contribute to device provisioning, security baselines, and knowledge base articles, with opportunities to grow in automation.