IT Support Engineer

Employment: Full Time Workplace: Hybrid Hybrid: 2 days per week in our Tower Bridge office RVU RVU is a group of online brands that include: Confused, Uswitch, money.co.uk, and Mojo Mortgages. We reach the majority of UK households, putting us in a unique position to drive the transformation of the household services sector. We harness cutting-edge tech and data to help consumers manage their homes more effectively, and we provide some of the UK’s biggest companies with unparalleled insight into what customers need and want. Since our founding in 2018, we’ve integrated our market-leading digital brands into a powerful data platform, supercharging our capabilities to drive lasting change, and by working with providers and policymakers, we’re helping transform entire industries — making markets more competitive and more innovative to benefit everyone. The role The IT Support Engineer role provides 1st/2nd line remote and on-site support across RVU's brands, ensuring end users, meeting rooms and event setups run smoothly day to day. This role sits within Digital Workplace, working closely with the our Infrastructure Engineering team (3rd line), and combines hands-on troubleshooting with process improvement and automation to keep support scalable as the business grows. This is a fast-moving, rewarding environment that offers direct exposure to a massive range of technologies. You won’t just be "fixing laptops"—you’ll be helping us build a more efficient, automated digital workplace. We provide the training and the team support. What you'll be doing Provide 1st/2nd line end user support (remote and on-site) across Mac and Windows devices Support and troubleshoot AV setups, meeting room technology, and live event technology Manage user and device lifecycle: onboarding, offboarding, provisioning and asset management across the fleet, working closely with our HR teams to coordinate Administer and support Google Workspace and Office 365, including user/group management Manage users, groups and devices via Entra ID and Intune Provide support for core collaboration tools: Jira, Notion, Zoom, Slack, and other software in the estate Log, triage and resolve tickets via Freshservice (or equivalent multi-service ITSM platform), maintaining SLA adherence Create and maintain process documentation, knowledge base articles and self-serve guides Identify opportunities for automation and process innovation to reduce manual, repetitive support tasks Deliver user education and training on tools, systems and best practice Act as a security-conscious first line of defence: identify and escalate suspicious activity, phishing attempts and policy violations, and promote good security hygiene among end users. What we're looking for Solid proficiency in macOS and Windows 10/11 (CompTIA A+ equivalent) 2+ years' experience supporting Google Workspace and/or Office 365 2+ years managing users/groups in Entra ID and device fleets via Intune Excellent hands-on break-fix knowledge for Apple and Windows hardware 2+ years managing tickets through a multi-service ITSM platform (Freshservice experience preferred) Strong communication skills; comfortable educating non-technical users Experience supporting AV/meeting room technology A proactive mindset toward documentation and automation, not just reactive fixes. Success Measures Ticket resolution times within SLA Reduction in repeat/preventable issues through documentation and automation Positive end-user feedback/CSAT on support interactions. You don’t need to tick off everything on this list - so don’t let that hold you back from applying. We want to make sure you’re learning plenty during your time with us! Our commitment to you We are dedicated to developing valuable, inclusive, and user-friendly products and services that deliver positive outcomes for all of our customers. To achieve this, it’s essential that our teams reflect the diverse range of people in our community. We believe in being the change we wish to see in the world, by embracing our differences and holding ourselves accountable to being open and inclusive teammates and wider community members. What we offer We want to give you a great work environment, support your growth both personally and professionally, and provide benefits that make your time at RVU even more enjoyable. Here are some of the benefits you can look forward to: 10% discretionary yearly bonus and yearly pay reviews (based on RVU and personal performance) A hybrid working approach with 2 in-office days per week and up to 22 working days per year to “work from anywhere” Employer-matching pension contributions up to 7.5% A one-off £300 “work from home” budget to help contribute towards a great work environment at home Excellent maternity, paternity, shared parental, and adoption leave policy, for those key moments in your life 25 days holiday (increasing with years of employment to 30 days) + 2 days “my time” per year Private medical cover, critical illness cover, and employee assistance programme A healthy learning and training budget Electric vehicle and cycle to work schemes Free in-office gym, accessible 7 days a week Free breakfast in the office daily You’ll be equipped with great technology (choice of Mac or Windows) Free access to the Calm and Peppy app for physical and mental health Regular events - from team socials to company-wide events with insightful external speakers, we want to make sure our colleagues continue to feel connected.