Service Desk Engineer
At Airtime we are all about innovation, because this is how we stay on top. Every one of us has a hunger to succeed and will stop for nothing less than excellence. Crucially, our ethos is underpinned by a culture of teamwork and our shared humility because all that we achieve, we achieve together.
Empowering
We keep the experience fresh with an innovative, original approach, marked by continuous introduction of unique features and benefits. We are about fresh, adaptable and impactful change that sets new standards and differentiates from competitors.
Magnetic
Genuinely engaging and deeply trustworthy. We connect easily, making every experience with us naturally appealing and memorable. Even the way we transform data into engaging, personalised insights is fun and visually appealing.
Uplifting
Bright and optimistic, we offer a positive escape from the mundane. We bring joy to everyday life, transforming routine into moments of happiness and satisfaction. Feel good with every interaction.
We’re seeking a Service Desk Engineer to join our Technology team and play a pivotal role in shaping the future of rewards. Partnering closely with our InfoSec Manager, you’ll be at the heart of our technology initiatives, contributing to the successful delivery of our strategy across key areas of technology and security. This includes technology operations, product and platform security, auditing, and device management.
As part of a growing Information Security team, you’ll occasionally need to take a hands-on approach, rolling up your sleeves to tackle challenges head-on. As the team and function evolve, so will your role, giving you the opportunity to grow and transform alongside our dynamic business.
This role is ideal for someone adaptable and customer-focused, as it offers a variety of responsibilities, with a primary focus on technical support and opportunities to engage with different areas of the business.
Key Responsibilities
* Serve as the first point of contact for IT technical issues.
* Oversee ongoing device management, maintenance, and support for IT equipment.
* Manage mobile device management (MDM) for our Mac estate, with occasional Windows devices.
* Handle the triage and management of support tickets and service queues.
* Contribute to security engineering and manage vulnerabilities across internal IT assets (e.g., staff endpoints, office networks).
* Administer user accounts and permissions within Google Workspace, Slack, and other internal tools.
* Troubleshoot and resolve issues with laptops, printers, monitors, and other IT equipment.
* Promote and ensure compliance with security best practices in key areas such as identity and access management, vendor management, multi-factor authentication, and password management.
* Address security events and incidents raised by security tools, colleagues, or partners.
* Analyze results from security applications and translate them into actionable insights for engineering teams.
* Support the team in improving the company’s security posture through proactive reporting and responses.
* Provide advice on best practices for business initiatives and technical implementations.
* Work independently or as part of a team to adapt to new systems and tools.
Key Skills and Experience
* Previous experience in IT support or IT administrative roles.
* Comfortable collaborating with a diverse group of people, from technical engineers to non-technical users.
* Familiarity with Macs and Google Workspace.
* Knowledge of securing or managing secure environments.
* Experience working with auditors and adhering to policies such as PCI-DSS.
* Background in a fast-paced, cloud-driven, engineering-focused environment, with an understanding of the engineering process.
* Knowledge of the OWASP Top 10 security vulnerabilities.
* Understanding of common vulnerabilities in infrastructure, networks, and applications, with a focus on security best practices.
* Awareness of malware and data loss prevention methods.
* Familiarity with threat actors, tactics, techniques, and procedures, and a desire to stay up to date on the wider threat landscape.
Key Application Experience Beneficial
* G Suite
* Atlassian
* Slack
* Jamf
* Notion
* Okta
* Apple ios
This role is a fantastic opportunity for someone who’s passionate about technology and security, eager to grow, and ready to make an impact in a fast-moving and supportive environment. If you thrive in variety and value collaboration, we’d love to hear from you!
Employee Benefits
* Share options.
* 23 days annual leave, plus one for each year served (capped at 28).
* Birthday leave.
* Learning & development budget / time allocation
* Flexible start & finish hours 06:30 - 10:30am
* Life assurance at 5x salary
* Health cash plan
* Virtual GP appointments for you and your family
* 24/7 helpline for physical and mental health support, counselling, and other wellbeing resources
* Private Medical Insurance
* Hybrid working between home and office
* City centre location with brand new fit out (when in the office)
* Buy a holiday scheme
* Charity day
* Charity contribution
* Professional accreditation funding
* Enhanced Maternity, Paternity & Adoption leave pay