IT Support Engineer

Oritain is the global leader in product verification, with locations in Auckland, Dunedin, London, Singapore and Washington D.C. Our vision is to be the source of truth in global supply chains and our mission is to harness science, technology and services to create a community of origin verified buyers and suppliers, protecting our people and planet.

Sustainability isn’t just about tackling climate change; it represents a growing conscience around our actions and the impact they have on people, animals and the planet. The personal, professional and governmental move to sustainable practice is driven by a desire to change our impact on the world, but we can’t do this without knowing the certainty of our actions. Transparency is one way of holding ourselves accountable, but for it to be effective, it must be underpinned by proven traceability. Our scientific traceability does just that. Working with Mother Nature, we help brands across fashion, food, and pharmaceutical industries verify the origin and authenticity of their products and raw materials. With this verified truth, brands are empowered to make changes across their supply chain to operate more sustainably and pass those assurances onto their consumers.

About the Role

We’re looking for an experienced and hands-on IT Support Engineer to join our global team. In this role, you’ll provide 1st–3rd line support across multiple regions and be the go-to person for maintaining and evolving our IT infrastructure. This is a varied position covering user support, device setup, systems maintenance, documentation, and project work. You’ll collaborate closely with teams across the business and third-party suppliers to deliver a world-class IT service experience.

You’ll be based in our London office (hybrid: 4 days per week in-office) and may have occasional opportunities to travel to our other international offices, including the US and Europe.

Key Responsibilities

• Deliver excellent customer service and escalate unresolved technical issues when necessary.
  Provide 1st–3rd line support to staff across multiple time zones and regions.
• Manage onboarding and offboarding processes for staff, including IT access and hardware.
• Monitor, manage, and resolve tickets within our internal support system.
• Set up and configure new IT equipment including laptops, mobile devices, tablets, printers etc.
• Perform quarterly checks to ensure compliance with IT processes and standards.
• Manage, maintain, and troubleshoot Oritain’s infrastructure (switches, routers, storage, access points, servers).
• Support a variety of IT infrastructure, deployment, and security projects.
• Assist with maintaining security tools, performing backups, and managing patches.
• Provide support for our suite of SaaS applications and internal systems.
• Create and update IT documentation, processes, procedures, and knowledge bases.
• Collaborate with internal teams and third-party contractors to deliver IT services effectively.
• Occasionally travel internationally for on-site projects and support.

Skills & Experience

• Minimum of 5 years’ experience in an IT support role, ideally across 1st to 3rd line.
• Excellent analytical and problem-solving skills.
• Strong communication skills, both written and verbal.
• Able to work independently and collaborate effectively with cross-functional teams.
• Highly motivated and detail-oriented, with strong time management skills.
• Experience working with third-party contractors and suppliers.
• Comfortable documenting processes and procedures clearly.

Technical Requirements

• Strong knowledge of SharePoint, Microsoft 365, Intune, and Azure.
• Strong knowledge of Cisco systems and networking fundamentals.
• Solid understanding of firewalls and network security best practices.
• Working knowledge of ITIL frameworks.
• Experience with endpoint management, patching, and security tools.
• Microsoft and Cisco certifications are desirable.