Information Technology Engineer (WFH)

About the job

About Klyk

At Klyk, we are building the worlds first AI-Enabled IT Operating System for modern, high-growth businesses.

Our mission is simple yet radical: remove friction and waste from IT operations , keeping growing teams in their creative flowand 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 issues instantly, right where people already work.

At the 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.

Were already a proud Certified B Corp, trusted by some of the UKs most impactful and high-growth organisations, including B Lab UK, Wild, THIS, SURI, Bloom & Wild, Healf and Field Energy.

With our AI service desk platform live in Beta and an exciting pipeline of customers ready to deploy, were scaling our sustainable, automation-powered approach to IT.

But what truly drives us is our mission to eradicate digital poverty .

We believe 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 contributes directly to this missionwe refurbish and donate high-quality devices to children living below the digital poverty line.

By joining Klyk, you arent just supporting IT operations. Youre helping build a more sustainable technology industry and directly contributing to closing the digital divide.

The Role Third-Line IT Engineer

Were looking for an experienced Third-Line IT Engineer to join our growing technical team and take ownership of the complex IT challenges that sit beyond traditional service desk support.

With AI and first-line engineers handling the majority of routine requests, your role will focus on the problems that require deep technical expertise, investigation and engineering judgement .

Youll take ownership of complex escalations across Microsoft and Google environments, supporting both Windows and macOS endpoints, cloud services, identity, networking, security and endpoint management.

Youll be expected to go beyond simply resolving individual tickets. Youll investigate root causes, identify recurring problems, implement permanent fixes and improve the underlying technology environment for our customers.

Security will also be a major part of the role. Youll help design, implement and maintain secure IT environments, respond to security incidents and alerts, and advise customers on practical ways to improve their security posture.

This is a hands-on engineering role in a fast-growing support technology business. Youll work closely with customers, the Klyk engineering team and our founding team, while also helping shape the processes, tooling and automation that allow us to scale.

Were looking for someone who is technically curious, comfortable operating independently, and excited by the opportunity to solve problems that dont always have an obvious answer.

Location: This is a remote role to help build our 24/7 service. You will need to be based somewhere that means you are able to support the UK team between 7pm and 7am

Start: ASAP

Hours: You rhours will start from 7pm UK time and run to 7am on a flexible shift pattern

What Youll Do

Own complex technical escalations
- Take ownership of complex third-line escalations that cannot be resolved by AI or first/second-line engineers.
- Diagnose and resolve complex issues across Microsoft 365, Azure/Entra ID, Google Workspace, macOS, Windows and cloud services .
- Investigate networking, DNS, DHCP, authentication, identity, permissions and connectivity issues.
- Troubleshoot complex endpoint, application and operating-system problems.
- Perform detailed root-cause analysis and implement permanent fixes rather than temporary workarounds.
- Act as the technical escalation point for engineers across the Klyk support team.
- Work with third-party vendors and technology providers to resolve complex incidents where required.

Problem management & continuous improvement
- Identify recurring incidents and underlying technical problems.
- Lead root-cause investigations and document findings.
- Recommend and implement improvements to customer environments.
- Identify opportunities to automate repetitive technical tasks.
- Develop scripts, tooling and processes that improve reliability and reduce support demand.
- Contribute to Klyks internal knowledge base and technical standards.
- Help turn recurring support issues into scalable engineering solutions.

Cyber security
- Investigate and respond to security alerts and potential incidents.
- Support the implementation and administration of endpoint security solutions.
- Investigate phishing, malware, suspicious authentication activity and compromised accounts.
- Help customers implement security best practices across endpoints, identity and cloud environments.
- Support Microsoft 365 and Google Workspace security configurations.
- Assist with MFA, conditional access, device compliance, privileged access and identity security.
- Help maintain secure, standardised endpoint configurations.
- Stay current with emerging security threats and practical defensive techniques.

Microsoft & Google environments
- Administer and troubleshoot Microsoft 365 and Google Workspace environments.
- Manage users, groups, permissions and licensing.
- Troubleshoot Exchange Online, Teams, SharePoint, OneDrive and related services.
- Support Entra ID/Azure AD identity and authentication issues.
- Troubleshoot Google Workspace applications, authentication and device management.
- Support integrations between SaaS platforms and identity providers.

Endpoint engineering
- Manage and troubleshoot Windows and macOS environments at an advanced level.
- Administer and troubleshoot Intune and Jamf .
- Investigate device compliance, configuration and deployment issues.
- Build and maintain standardised endpoint configurations.
- Troubleshoot complex hardware, driver, OS and application issues.
- Use RMM tooling to remotely diagnose and remediate endpoints.
- Help develop and maintain endpoint standards across our customer base.

Automation & scripting
- Use scripting and automation to reduce manual IT administration.
- Develop scripts using technologies such as PowerShell, Bash or Python .
- Automate common troubleshooting, configuration and remediation tasks.
- Build reusable tooling that can be deployed across multiple customer environments.
- Work with the Klyk product and engineering teams to identify opportunities to integrate automation and AI into IT operations.

Customer engineering
- Act as a trusted technical advisor to customers on complex IT issues.
- Join customer calls to diagnose and resolve challenging problems.
- Explain technical issues clearly to both technical and non-technical stakeholders.
- Recommend improvements to customer environments where you identify risks or opportunities.
- Take ownership of escalated incidents from initial investigation through to resolution and follow-up.
- Maintain a high standard of customer communication throughout incidents.

Build & maintain
- Create and maintain detailed technical documentation.
- Document customer infrastructure, configurations, security controls and processes.
- Develop technical runbooks for common complex issues.
- Help define and maintain Klyk's internal technical standards.
- Support onboarding and technical changes for new customers.
- Contribute to the development of scalable processes as Klyk grows.

You Could Be a Great Fit If You
- Have 5+ years' experience in IT , with significant experience operating at third-line, senior engineering or infrastructure level.
- Have experience working within an MSP, IT services or fast-growing technology environment .
- Are confident troubleshooting complex issues across Windows and macOS .
- Have strong experience administering Microsoft 365 and/or Google Workspace .
- Have strong knowledge of Entra ID/Azure AD , identity and authentication.
- Have hands-on experience with Intune and/or Jamf .
- Have strong endpoint management and troubleshooting experience. Click on apply to see more..