(Senior) IT Support Engineer

Roman Health Pharmacy LLC; Greater London; On-site; GBP 42,000 - 66,000; Full time

Benefits offered by this job

Hybrid work structure

GBP 1,000 learning budget per year

Medical insurance (BUPA) and pension

Work from abroad policy (remote up to

Job summary

PPRO in London is seeking a hands-on Colleague Support Engineer to own 1st and 2nd line IT support locally while aligning with global hubs in Munich, Berlin, and São Paulo. You will resolve login and connectivity issues, manage device lifecycles, and contribute to a secure, efficient IT environment.

You will administer access control with Okta and Terraform, support macOS and Windows, and pilot AI productivity tools like Claude to streamline daily workflows.

Qualifications

• Proven track record in IT support or equivalent.
• 3+ years of experience resolving complex technical issues in dynamic environments.
• Strong English communication, both written and spoken.
• Solid background supporting enterprise macOS and Windows operating systems.

Responsibilities

• Deliver exceptional 1st and 2nd line IT support to London team and collaborate on global initiatives.
• Provide white-glove IT support to executive team members for critical operations.
• Administer access management via Okta and Terraform for onboarding and daily ops.
• Manage macOS and Windows device lifecycle, ensuring security and performance.
• Introduce AI productivity tools (e.g., Claude) to optimize workflows.
• Oversee IT employee lifecycle including onboarding and offboarding.
• Improve office network connectivity and AV in meeting rooms and workstations.
• Create and refine knowledge base documentation for self-service support.
• Coordinate with vendors for hardware procurement, licensing, and repairs.

Skills

IT support experience

English communication

MacOS support

Windows support

Education

Equivalent practical experience or relevant degree

Tools

Okta

Google Workspace

Intune

Jira

Workspace ONE

Job description

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?

Hybrid working

We offer a hybrid structure with a 3 days / week on site expectation, so you can strike the balance between office and home working. In addition to our 28-day holiday allowance, we also provide a work from abroad policy, enabling employees to work remotely for up to another 30 days per year

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 towardsthe 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 office

on 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.