Technology Operations Engineer

About the Role

We're hiring a Technology Operations Engineer to keep Nscale's internal technology running smoothly as we scale from 350 to 1,000+ people. This is the person who makes sure every Nscaler has the tools, access, and environment they need to do their best work from day one. This is a hands-on role spanning IT support, endpoint and identity management, office AV/infrastructure, and ITSM operations.

You'll be the frontline for employee tech issues, but you're notjust a break-fix engineer. You'll also bring a scripting and automation mindset to eliminate repetitive work, improve service delivery, and contribute to the engineering of our internal IT platform. You'll work closely with the Senior Manager of Internal IT and the broader Enterprise Systems team, and be a key part of delivering a first-class internal IT experience across our London HQ and global offices.

What You'll be Doing

IT Support & Service Desk

• Serve as the primary point of contact for internal IT support across hardware, software, connectivity, and access issues
• Manage and resolve tickets through our ITSM platform (Servicely), maintaining SLAs and accurate records
• Provide both remote and in-person support across the London office and remote employees globally
• Own the escalation path, resolving L1/L2 issues directly and triaging to L3 where needed
• Maintain a self-service knowledge base so employees can help themselves with common issues
• Contribute to continual service improvement. If the same ticket keeps coming in, fix the root cause

Endpoint & Device Management

• Manage the full device lifecycle: procurement, configuration, deployment, and offboarding
• Enrol and manage all endpoints (Mac, Windows) via Jump Cloud MDM
• Enforce security policies across the device estate: disk encryption, screen lock, patching, AV/EDR
• Maintain an accurate hardware asset register with serial numbers, assigned users, and warranty status
• Manage device refresh cycles and handle hardware returns during offboarding
• Support BYOD policy implementation where applicable

Identity & Access Management

• Administer Jump Cloud as the companys IdP: user account creation, SSO configuration, group-based access policies, and SCIM provisioning
• Manage the full JML (Joiner/Mover/Leaver) process in conjunction with automated workflows, ensuring access is granted on day one and revoked immediately on departure
• Maintain and audit access across core platforms (Microsoft 365, Slack, Notion, Servicely, and others)
• Enforce MFA across all applications and support users with authentication issues
• Conduct periodic access reviews to support SOX and SOC 2 compliance

Office & AV Infrastructure

• Own the end-to-end AV and meeting room environment at London HQ: video conferencing hardware (Teams Rooms), displays, presentation systems, and peripherals
• Ensure meeting rooms are consistently operational and fit for purpose, including for executive and board-level meetings
• Manage office network infrastructure:
  Wi-Fi access points, switches, guest network segregation, cabling
• Act as the technical point of contact for office fit-outs, moves, and expansions
• Support AV and IT setup for company events, all-hands, and offsites

Scripting & Automation

• Write scripts and lightweight automation to reduce manual IT toil, e.g. onboarding sequences, device config automation, ITSM workflow triggers, reporting
• Use Power Shell, Python, or Bash to automate repetitive endpoint management, reporting,and access tasks
• Contribute to the broader team's automation of the JML lifecycle
• Identify opportunities to replace manual processes with scripts or platform-native automation

Microsoft 365 & Productivity Tooling

• Administer the Microsoft 365 tenant post-migration:
  Exchange Online, SharePoint, One Drive, Teams
• Manage licences, distribution lists, shared mailboxes, and Teams configurations
• Support user adoption of M365 tooling through guidance, documentation, and one-to-one help
• Configure and maintain email security: SPF, DKIM, DMARC, DLP rules

Compliance & Security

• Ensure endpoint compliance is maintained and evidenced: encryption status, patch levels, AV deployment
• Support IT audit evidence collection for SOC 2, ISO 27001, and SOX ITGCs
• Contribute to IT policy documentation (Acceptable Use, Password Policy, Remote Working, etc.)
• Participate in security awareness initiatives and phishing simulations
• Follow and enforce change management processes for IT changes

Required Experience & Skills

• 3+ years in an IT support, systems administration, or technology operations role
• Strong experience with macOS and Windows endpoint management, including MDM platforms(Jump Cloud, Jamf, Intune, or similar)
• Hands-on experience with ITSM tools: ticketing, SLA management, knowledge base, incident management (Servicely, Service Now, Jira Service Management, or similar)
• Microsoft 365 administration:
  Exchange Online, SharePoint, Teams, Entra
• Experience with Identity and Access Management: SSO, MFA, SCIM provisioning, userlifecycle management
• Solid understanding of office networking:
  Wi-Fi,…