Indicium AI
IT Support Engineer
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About Indicium AI
Indicium AI is trusted by the world's leading enterprises to deliver AI into production at scale. We are a global AI-native consultancy with proven experience across Financial Services, Energy & Utilities, Healthcare & Life Sciences, Retail & CPG, and Manufacturing. From strategy, to build, to business outcomes, we unlock value from AI with unmatched clarity, speed, and capability.
Powered by 600+ AI experts serving 50+ enterprise clients from 5 global locations, we work side-by-side with top partners - including Anthropic, Databricks, AWS, OpenAI, and Microsoft - to deliver modern AI with speed and measurable impact.
Role Overview
The IT Support Engineer provides first-line technical support across a modern, cloud-first environment. This role focuses on supporting users primarily within Google Workspace and Slack, while also assisting with Microsoft 365 services and cloud-based tooling. You will work closely with IT staff to resolve incidents, fulfil service requests, and maintain secure, well-documented systems in line with ISO 27001 requirements.
This role is ideal for someone early in their IT career who enjoys troubleshooting, learning new technologies, and helping people work effectively. You will gain hands-on experience with professional IT service management, endpoint management, cloud platforms, and security-conscious processes.
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Key Responsibilities
- Act as the first point of contact for IT support requests using FreshService, ensuring tickets are logged, prioritised, and resolved according to documented processes.
- Support end users with Google Workspace, Slack, and Microsoft 365 issues, including account access, permissions, and general troubleshooting.
- Assist with user onboarding and offboarding, including device provisioning and access management using tools such as SimpleMDM, Intune, and NinjaRMM.
- Provide basic support for laptops, mobile devices, and peripherals, escalating more complex hardware or software issues when required.
- Follow established security and operational procedures to support ISO 27001 compliance, including access control, asset management, and incident reporting.
- Maintain clear documentation and contribute to the IT knowledge base to help improve service quality and consistency.
Required Skills and Experience
- Some practical exposure to IT support or technical problem-solving in a real environment, whether through work, study, or hands-on projects.
- A working understanding of Windows and/or macOS, common workplace software, and basic troubleshooting approaches.
- Comfortable following documented processes and keeping track of work using a ticketing system or similar workflow.
- Ability to communicate clearly and professionally with users of varying technical ability, and take ownership of issues through to resolution.
- Organised, reliable, and able to manage multiple support requests in a structured environment.
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Desirable (Nice to Have)
- Some exposure to Google Workspace, Microsoft 365, or Slack administration is beneficial.
- Familiarity with ticketing systems, endpoint management tools, or security software is a plus.
- Any awareness of cloud platforms such as AWS or Azure, version control platforms like GitHub, or development tools such as JetBrains products is advantageous, but not required.
- An interest in information security or working within standards such as ISO 27001 is welcomed.
Personal Attributes
- Patient, methodical, and approachable.
- Enjoy helping others and take pride in resolving issues properly rather than quickly cutting corners.
- Curious about how systems work and motivated to build a long-term career in IT.
- Understand the importance of security, confidentiality, and good documentation.
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