IT Engineer - Second line

At Klyk, we are building the world's first AI-Enabled IT Operating System for modern, high-growth businesses. Our mission is simple yet radical: to remove both friction and waste from IT operations entirely, keeping growing teams in their creative flow—and electronic waste out of landfills.

By packaging our deep IT expertise into a powerful, scalable SaaS stack that lives natively inside Slack and Microsoft Teams, we automate and resolve employee IT requests instantly right where they already work. At the exact same time, our platform seamlessly coordinates the physical world: provisioning premium refurbished hardware, tracking software and hardware assets from delivery to retirement, and enforcing enterprise-grade, zero-trust cybersecurity at the click of a button.

We are already a proud Certified B Corp trusted by some of the UK's most impactful and high-growth organisations - including B Lab UK, Wild, THIS, SURI, Bloom & Wild, Healf, and Field Energy. With our AI service desk app live and an eager pipeline of pilot customers waiting to deploy right now, we are actively looking to scale our sustainable, automation-powered ecosystem.

But what truly drives us is a deeply human mission: we are working to eradicate digital poverty. We believe that access to technology is a fundamental right, yet millions of young people remain locked out of the digital world. Every cycle of hardware we manage feeds directly into this goal—we refurbish and donate high-quality devices to children living below the digital poverty line.

By joining Klyk, you aren't just building a SaaS platform; you are directly helping to bridge the digital divide and place the tools for a brighter future into the hands of the kids who need them most.

We’re looking for a 2nd Line Service Desk Engineer to join our growing team in Acton. This is a hands‑on technical role where you’ll handle escalations, resolve complex issues, and ensure customer requests are delivered within agreed SLAs. You’ll work across a wide variety of customers and platforms, helping to shape our service delivery as we continue to grow and scale.

You’ll start onsite for onboarding and training, then move into a hybrid working model.

• Location:
  
  Our office in London, Acton (with a hybrid working culture)
• Start: ASAP

The core responsibilities include:

• Take ownership of tickets and deliver effective, timely solutions to customer requests.
• Ensure all work is completed within agreed SLAs and to a high standard of service quality.
• Manage tickets from all channels, including escalations from our AI service desk in Slack and Teams, email and phone.
• Provide remote and occasional onsite support across Google Workspace (60%) and Microsoft 365 (40%).
• Troubleshoot and resolve issues with Windows devices, Mac Books, and mobile devices.
• Support key applications including Gmail, Google Drive, Meet, Groups, Outlook, Teams, and SharePoint.
• Handle issues the AI service desk escalates, and feed back fixes and knowledge‑base updates so the automation gets smarter over time.
• Provision, enrol and track devices across their lifecycle, including secure wipe and retirement of hardware that goes on to be refurbished and donated.
• Apply and maintain security baselines including patching, MFA, conditional access, device compliance policies across customer environments.
• Configure and manage devices using Intune, Jamf, Jump Cloud and other leading MDMs.
• Maintain accurate documentation, update tickets promptly, and contribute to internal knowledge sharing.
• Collaborate with senior engineers to improve tooling, processes, and customer experience.

• Proven experience in a 2nd Line IT Engineer role in either a Managed Service Provider (MSP) or an…