IT Support Engineer

As an IT Support Engineer, you’ll be responsible for supporting the whole business on IT issues, including onboarding and offboarding of users, provisioning accounts, supporting users with their IT needs and ordering equipment.

What do we do?

Enigmatic Smile is a fintech scale-up. We’re a distributed team with a base in Glasgow, Scotland. Our customers are worldwide, and each country has different requirements we support through our platform. We are a visionary company looking to enable consumers, retailers, rewards publishers and banks around the world to improve customer experience.

Who are we looking for?

You will be passionate about helping users get the most from their IT tools and software, taking initiative where needed, but know where your limitations are and collaborate with the wider team when needed. You like to have fun at work and have confidence that things you work on will “just work”; happy to jump in to help when things don’t go to plan, because that happens sometimes in technology.

Objectives of this role

• Building and maintaining good relationships across the company
• Ensuring our tools are secure, provisioned correctly and meeting users needs
• Looking for ways to improve user experience, and save costs
• Support users across the company in the use of IT tools and software
• Identifying technical problems and working with users to resolve them quickly

Responsibilities

• Provide technical support to employees, troubleshooting issues related to hardware, software, and network connectivity
• Set up and configure workstations and laptops for new employees
• Manage user accounts and permissions
• Monitor and maintain computer systems, including backups and security
• Collaborate with the IT team to identify and implement improvements to our systems and infrastructure
• Create and maintain documentation of IT processes and procedures

• Previous experience in an IT support role is a plus; passion is more important
• Good knowledge of Windows and macOS operating systems
• Experience with troubleshooting hardware and software issues
• Ability to effectively communicate technical information to non-technical users
• Strong problem-solving and analytical skills
• Excellent time management and prioritization skills
• Knowledge of various technical concepts

As a scaling company, our benefits are evolving. As a minimum, you can expect:

• Fun work trips periodically, including meetups and events across UK and Europe.
• 26 days annual leave plus nine Scottish bank holidays
• Discretionary Bonus
• Pension contributions
• Training and certifications
• Medical cover
• Access to online training programmes

Benefits presently under review:

• Enhanced pension contributions