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IT Support Engineer



IT, Customer Service
Posted on Tuesday, June 11, 2024

About Tide

At Tide, we are building a finance & admin platform designed to save small businesses time and money. We provide our members with business accounts and related banking services, but also a comprehensive set of connected administrative solutions from invoicing to accounting. Launched in 2017, Tide is now the leading business financial platform in the UK with 575,000 SME members (10% market share) and more than 250,000 SMEs in India. Headquartered in London, Tide has over 1,800 Tideans across the UK, Bulgaria, India, Serbia, Romania, Ukraine and Germany. Tide is rapidly growing, expanding into new markets and always looking for passionate and driven people. Join us in our mission to empower small businesses and help them save time and money.

About the role

Reporting to the Head of IT & Infrastructure, you will be a support focused engineer and will have a background in IT System administration. You’ll also be entrepreneurial and have the ability to work with a talented global team of engineers while demonstrating an appetite to gain good technical competency and ensuring that the highest levels of system availability, performance and security are met. You’ll be providing 1st/2nd line support functions for the service desk and support teams while also administering and maintaining IT cloud Infrastructure related technologies within Tide.

As an IT Enablement Engineer, you’ll be:

  • Administering Tide’s Corporate IT and Infrastructure tech stack, managing current technologies, improving existing practices, integrating the multiples of SaaS applications with Tide systems
  • Providing 1st/2nd line systems and application-level support to end users.
  • Troubleshooting problems, answer questions and provide training on IT Systems to end users.
  • Identifying, testing, and implementing workarounds for reported issues
  • Assist in the maintenance and rollout of new applications and their integrations.
  • Maintain asset register, manage laptops, mobile devices, IT accessory inventory based on position and demand.
  • Onboarding and offboarding from hardware perspective of new starters and leavers.
  • Managing hardware repairs, upgrades & secure disposal.
  • Manage & maintain office IT Infrastructure including switches, firewalls, wireless controllers, wireless access points, meeting rooms and VC solutions.
  • Document procedures, policies, technical instructions and security practices.

Technical Skills Required:

  • You have working knowledge of the following MDM tools
  • JAMF Cloud
  • Microsoft Modern endpoint management tools - Intune.
  • You have basic knowledge about Okta
  • You have working knowledge of Atlassian backend.
  • Knowledge of Google workspace administration would be added bonus.
  • You have knowledge about Windows devices and Windows OS troubleshooting, including device formatting and hardware preparation.
  • You have knowledge about Apple devices, Mac OS and its configuration.
  • You have a practical level of experience working with ITSM platforms and ticketing systems, specifically Atlassian (JIRA & Confluence)
  • Excellent customer focus and a can-do attitude and good communication skills

What you’ll get in return:

Make work, work for you! We are embracing new ways of working and support flexible working arrangements. With our Working Out of Office (WOO) policy our colleagues can work remotely from home or anywhere in their home country. Additionally, you can work from a different country for up to 90 days a year. Plus, you’ll get:

  • 25 days paid annual leave
  • 3 paid days off for volunteering or L&D activities
  • Extended maternity and paternity leave covered by the company
  • Personal L&D budget in the amount of 1000 BGN per year
  • Additional health & dental insurance
  • Mental wellbeing platform
  • Fully covered Multisport card
  • Food vouchers
  • Snacks, light food, drinks in the office
  • WFH equipment allowance

Tidean Ways of Working

At Tide, we champion a flexible workplace model that supports both in-person and remote work to cater to the specific needs of our different teams. While remote work is supported, we believe in the power of face-to-face interactions to foster team spirit and collaboration. Our offices are designed as hubs for innovation and team-building, where we encourage regular in-person gatherings to foster a strong sense of community.

Tide is a place for everyone

At Tide, we believe that we can only succeed if we let our differences enrich our culture. Our Tideans come from a variety of backgrounds and experience levels. We consider everyone irrespective of their ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity or differently-abled status. We celebrate diversity in our workforce as a cornerstone of our success. Our commitment to a broad spectrum of ideas and backgrounds is what enables us to build products that resonate with our members’ diverse needs and lives. We are One Team and foster a transparent and inclusive environment, where everyone’s voice is heard.