First Line Support

Red Compass Labs are payments experts focused exclusively on payments modernization. Over the last 23 years, Red Compass Labs has delivered 500+ projects across the world’s major payments schemes and platforms, including ISO 20022, SEPA, Swift, the Real-time Payments Network, and Fed Now, ISO 20022 migrations, and FIS OPF, Finastra GPP, and ACI Worldwide.

Its flagship Payments Expert Agent is an AI solution purpose‑built for the full payments modernization software development lifecycle. Trained on decades of deep payments expertise and more than 30,000 curated documents, the agent is certified to SOC 2 Type II.

Red Compass Labs supports clients from offices in London, Warsaw, Brussels, Miami, Boston, Toronto, and Pune. For more information, visit

Red Compass Labs is committed to building a diverse and inclusive workplace, ensuring fair and equitable opportunities for all. This commitment drives innovation and enables us to deliver better outcomes for our clients.

We are seeking a dedicated and proactive First Line IT Support professional to join our Global Corporate IT team. This is a hands‑on role suited to someone with solid 1st line experience who is comfortable resolving the majority of incidents independently and is ready to take on more complex troubleshooting that sits at the boundary of 2nd line. You will be the first point of contact for our employees, playing a critical role in their day‑to‑day productivity and their experience of IT as a function.

The successful candidate combines strong technical capability with a genuine service mindset — someone who can diagnose a problem quickly, explain it clearly to a non‑technical user, and leave the person feeling supported rather than processed.

• Provide first‑line technical support to employees via phone, email, remote support tools, and in person.
• Act as the first point of triage for incoming tickets, accurately categorising, prioritising, and either resolving issues directly or escalating to 2nd/3rd line with clear, well‑documented context.
• Troubleshoot and resolve a broad range of hardware and software issues across Windows and macOS estates, including connectivity, authentication, peripherals, and core business applications.
• Manage the full lifecycle of end‑user devices: imaging, configuration, deployment, asset tagging, and decommissioning of laptops, desktops, mobile devices, and peripherals.
• Administer user accounts and access across Microsoft 365, Active Directory / Entra , and other core business systems — including starters, leavers, and movers processes.
• Install, configure, and maintain software, including license management and patching where appropriate.
• Support audio‑visual and meeting room technology, ensuring conference rooms and Teams Rooms are reliable and ready for use.
• Maintain accurate records in the ticketing system, ensuring tickets are updated regularly with progress, resolution steps, and clear closure notes.
• Contribute to and maintain the internal knowledge base, writing clear, accurate documentation for both IT colleagues and end users.
• Deliver IT inductions for new joiners and provide ongoing training and guidance to employees on tools and best practice.
• Identify recurring issues and trends, proposing improvements to reduce ticket volume and improve the user experience.
• Ensure compliance with company standards, security policies, and IT procedures at all times.
• Collaborate closely with global IT counterparts to deliver consistent, high‑quality support.

• Proven experience in a 1st line (or blended 1st/2nd line) IT support role within a corporate environment, ideally supporting several hundred users or more.
• Strong working knowledge of Microsoft Windows 10/11 and macOS, including troubleshooting at OS level (not just application level).
• Hands‑on experience administering Microsoft 365 — including "Exchange Online", "Teams", "One Drive", and "SharePoint" — at user‑administration level.
• Familiarity with Active Directory and/or Entra  (Azure AD): user and group management, password resets, MFA, and basic security group administration.
• Practical experience with…