Senior IT Support Engineer

Jackalope Digital LLC; Greater London; Hybrid; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Holiday 28 days

GBP 1,000 learning budget

BUPA health insurance

5% pension Now Pensions

Enhanced family leave

Nursery scheme

Gym membership

Mental health platform

HQ near Holborn/Procter Street

Pet-friendly office

Job summary

PPRO's London office is expanding, and we are seeking a Colleague Support Engineer to provide 1st/2nd line IT support, onboarding, and local device lifecycle management across macOS and Windows.

You will partner with global hubs in Munich, Berlin, and São Paulo to maintain high standards and drive consistent support across locations, including Okta, Google Workspace, Intune, and Jira. This is a London-based, on-site role with a fast-paced, collaborative culture.

Qualifications

• Proven track record in IT support or equivalent experience.
• Experience resolving complex technical issues in dynamic environments.
• Onsite London-based role; right to work in the UK.
• Strong written and spoken English.
• Background supporting macOS and Windows in enterprise settings.
• Familiarity with Okta, Google Workspace, Intune, Jira, or Workspace ONE.

Responsibilities

• Deliver 1st and 2nd line IT support for the London team and collaborate globally.
• Provide white-glove IT support to executive team members for critical operations.
• Manage access using Okta and Terraform for onboarding and daily use.
• Oversee macOS and Windows device lifecycles and security.
• Introduce modern AI productivity tools to streamline workflows.
• Enhance onboarding experiences and smooth offboarding processes.
• Improve office network and AV across meeting rooms and workstations.
• Create and refine knowledge base to enable self-service solutions.
• Coordinate with vendors for hardware procurement and licensing.

Skills

IT support

3+ years experience

English communication

MacOS support

Windows support

Education

Relevant degree or practical experience

Tools

Okta

Google Workspace

Intune

Jira

Workspace ONE

Job description

At PPRO, we simplify access to local payments - providing a local payments platform that empowers giants like PayPal, Stripe, and Microsoft to connect with billions of consumers worldwide. We are on an ambitious, fast-paced mission to 3x our growth by 2028 - and we're just getting started.

Our magic lies in our team of proud payments nerds. Spanning over 50 nationalities across 10+ global locations, our diverse cultures aren't a checklist; they are the competitive advantage driving our innovation. This is a people-first, high trust environment where you'll have the autonomy to make a massive impact, own your work end-to-end, and grow through broad exposure, meaningful challenges, and continuous learning. We get things done, challenge respectfully, put the customer first, and recognise that our biggest successes are those we create as a team. If you're ready to leave your footprint on global commerce, join us.

The Purpose:

PPRO's Digital Workplace team strives to enable every employee to do their best work. We aim to provide a delightful, innovative, and secure IT experience. Our Colleague Support Engineers are at the forefront of that effort, assisting our colleagues with their IT needs, challenges, and issues throughout their journey with PPRO.

As our vibrant London office continues to expand, you will serve as the primary IT ambassador on the ground. From resolving critical login issues to optimizing office connectivity for high-stakes collaboration, you'll be the trusted expert your colleagues rely on every day.

In addition to owning end-to-end first and second line support locally, you will collaborate closely with our global support hubs in Munich, Berlin, and São Paulo to drive consistent, high-quality standards across all PPRO locations. You'll play a key role in fostering a supportive, solution-driven workplace culture.

Your Responsibilities:

• Deliver exceptional 1st and 2nd line IT support to empower our London team, while collaborating on global support initiatives
• Provide white-glove IT support services to executive team members, ensuring rapid resolution and seamless experience for critical business operations
• Administer access management via Okta and terraform to ensure secure, seamless employee onboarding and daily operations
• Manage the full macOS and Windows device lifecycle, ensuring endpoints are secure, up-to-date, and performing optimally
• Drive innovation by introducing modern AI productivity tools, such as Claude, to help team members optimize daily workflows
• Champion the IT employee lifecycle, driving memorable onboarding experiences for new starters and smooth offboardings
• Optimize office network connectivity and audio/visual hardware across meeting rooms and workstations to enable effortless collaboration
• Author and refine knowledge base documentation, encouraging self-service problem solving across the organization
• Partner with vendor networks to streamline local hardware procurement, software licensing, and repair management

What you'll need:

• Proven track record in IT support, with equivalent practical experience or a relevant degree
• 3+ years of experience resolving complex technical issues in dynamic environments
• Ability to work onsite in our London office 5 days a week (must be UK-based with right to work)
• Strong communication skills in English, both written and spoken
• Solid background supporting enterprise macOS and Windows operating systems
• Familiarity with enterprise platforms such as Okta, Google Workspace, Intune, Jira, or Workspace ONE

Nice to Have:

• Prior experience in customer-centric roles or technical support desks
• Experience with M365 and Dynamics

What's in it for you?

• Holiday - We offer 28-day holiday allowance.
• Learning and Development -We offer a GBP 1,000 annual budget to support your professional growth- because investing in your development benefits us all. In addition, we provide leadership cafés, on-the-job training, and other opportunities to help you grow your skills and thrive in your role..
• Insurance- Because better safe than sorry - we want our employees to benefit from various insurances including a medical insurance (BUPA health care plan) and a 5% matching pension plan through Now Pensions.
• Enhance Family Leave -We understand the importance of family - that's why we offer enhanced family leave to support you during key life moments.
• Workplace Nursery Scheme -Save on childcare through salary exchange
• Gym membership- PPRO helpscontribute toward the costs of your gym membership, supporting your physical fitness journey while easing the burden on your wallet
• Mental Health Platform- We've teamed up with a top well-being platform to provide one-on-one therapy, chat therapy, therapist-led courses, guided meditations, and more.
• Our HQ officeon Procter Street, is a short walk from Holborn, Farringdon and Covent Garden so if you're a foodie there's plenty nearby. The office is befitting a tech business and is set up for cross team collaboration.
• Pet-friendly office-Because work is better with your paw-tners by your side

Our Principles:

We get things done:We are courageous; we take ownership, make decisions and get things done.

We act with trust and integrity:We listen first and challenge respectfully. We seek out and leverage diverse perspectives. We welcome and offer honest and open feedback, always assuming positive intent

We put the customer first:We are laser focused on delivering outstanding outcomes for our customers. We put the customer at the heart of what we do.

We make things better:We boldly explore new ideas and have an unwavering commitment to continuous improvement.

We work as a team:We collaborate closely and value team success over individual achievement.