IT Support Engineer

IT Support Engineer

London / Hybrid (3 days per week)

We’re building a modern technology platform that applies data engineering and AI to a problem with real global consequence: proving trust and transparency in supply chains. Our work protects people from exploitation, gives brands confidence in what they sell, and supports more sustainable global supply chains.

At Oritain, IT plays a critical role in enabling our global teams to work securely, efficiently, and without friction. We’re a globally distributed organisation with teams across London, Auckland, Singapore, and Washington D.C.

The Role

This is a service‑desk‑first IT Support Engineer role (L1–L3), focused on delivering reliable, high‑quality support to Oritain’s global user base. You’ll be the visible, approachable face of IT — resolving issues, supporting day‑to‑day operations, and owning tickets end‑to‑end to ensure a great employee experience.

Alongside core IT support, this role is AI‑first and automation‑led. You’ll actively use AI‑enabled tools to improve productivity, reduce repetitive tasks, and help evolve how IT services are delivered as Oritain scales.

Key Responsibilities

• Provide 1st–3rd line IT support across a global user base.

• Manage and resolve service desk tickets efficiently, owning issues end‑to‑end.

• Deliver IT onboarding and offboarding, ensuring a smooth employee experience.

• Set up, configure, and troubleshoot end‑user hardware (laptops, mobiles, peripherals).

• Support Microsoft 365, Intune, Azure, and core SaaS applications.

• Troubleshoot networking, connectivity, and infrastructure‑related issues.

• Maintain clear, accurate documentation and knowledge articles to support users and AI‑powered helpdesk tools.

• Use AI tools day‑to‑day to improve productivity and service quality.

• Identify opportunities to automate repetitive support tasks (e.g. onboarding, access requests) and work with the Service Delivery Lead to implement improvements.

• Apply a security‑first mindset to all systems, automation, and AI usage.

• Support patching, endpoint health, infrastructure initiatives, suppliers, and security/audit activities as required.

Skills & Experience

Essential

• Hands‑on experience providing IT support across L1–L3.

• Proven ability to manage and resolve service desk tickets effectively.

• Strong knowledge of Microsoft 365, Intune, and Azure.

• Good understanding of networking and infrastructure fundamentals.

• Exposure to scripting or automation (e.g. PowerShell, Power Automate).

• Comfortable using AI‑assisted tools in day‑to‑day work.

• Strong troubleshooting skills and clear communication.

• Ability to work independently and prioritise effectively.

• A proactive, improvement‑focused mindset.

Desirable

• Microsoft certifications (e.g. AZ‑900, MS‑900, MD‑102).

• Experience supporting users in a global or multi‑region organisation.

• Familiarity with IT service management practices.

• Experience working in security‑ or compliance‑aware environments.

Company Benefits

• 35 days paid leave (inclusive of public holidays) + your birthday off

• Volunteering leave allowance

• Enhanced parental leave

• Life insurance

• Healthcare cash plan

• Employee Assistance Programme (EAP)

• Pension

• Monthly wellbeing allowance

• Breakfast, snacks, Friday lunch & barista coffee machine

• Learning portal with 100,000+ professional development resources