IT Support Engineer

This is a fantastic opportunity to join Luminance, the pioneer of Legal-Grade™ AI for enterprise. Backed by internationally renowned VCs and named in both the Forbes AI 50 list of ‘Most Promising Private AI Companies in the World’ and Inc. 5000’s ‘Fastest Growing Companies in America’, Luminance is disrupting the legal profession around the globe.

Luminance is looking for an IT Support Engineer to join its internal IT function in London. You will be responsible for providing day-to-day IT support across the business, as well as assisting with the administration and maintenance of internal IT systems and services.

You will act as a first point of contact for internal IT issues, taking ownership of problems from initial diagnosis through to resolution. The role will cover a broad range of responsibilities, including end-user computing, account and access administration, employee onboarding and offboarding, office technology and general IT operations.

• Providing day-to-day IT support to Luminance employees, managing technical issues from initial diagnosis through to resolution
• Setting up, configuring and maintaining laptops and other end-user devices
• Managing user accounts, permissions and access across internal systems and applications
• Managing IT aspects of employee onboarding and offboarding
• Diagnosing and resolving hardware, operating system, application and connectivity issues
• Supporting meeting rooms, video conferencing and other office technology
• Managing IT hardware and inventory, including laptops and peripherals
• Assisting with endpoint management, software deployment, patching and security
• Maintaining internal IT documentation and processes
• Supporting wider systems administration and infrastructure activities
• Identifying opportunities to improve and automate repetitive IT administration tasks
• Working with the wider technical team on IT, infrastructure and security projects

• 2+ years of recent hands-on experience in an IT Support, Desktop Support, Service Desk or similar technical support role; 3+ years of relevant IT support experience with exposure to more complex escalations would be advantageous
• Strong experience supporting Apple macOS devices in a business environment
• Experience supporting Windows devices
• Experience administering Microsoft 365 / Office 365, including users, groups, permissions and associated services
• Experience with device management / MDM tooling, including Jamf
• Experience with identity, user account and access management
• Experience with Microsoft Entra ID / Azure AD
• Good understanding of networking fundamentals, including TCP/IP, DNS, DHCP, Wi-Fi and VPNs
• Experience diagnosing and resolving hardware, software and connectivity issues
• Experience managing support tickets and technical issues through to resolution, including independently supporting end users
• Experience providing company-wide internal IT support for both remote employees and office-based users, including senior stakeholders and executives
• Experience supporting meeting rooms, video conferencing, AV equipment and office technology
• Familiarity with Linux and an interest in developing broader systems administration skills would be advantageous
• Scripting or automation experience using Bash, PowerShell, Python or similar would be advantageous
• An understanding of IT and endpoint security best practices
• Eligible to work in the United Kingdom