2nd Line IT Support Specialist at Industrious

ABOUT THE COMPANY: Industrious is the largest premium workplace-as-a-service provider and home to the highest-rated workplaces in the industry. Everything we do comes down to creating great days for teams of all sizes and stages, including our own. We believe that what makes a great day at work is the people on your team and the problems you get to solve together. We’re looking for people who love thinking outside the box and thrive in a truly collaborative setting. As teammates, we encourage new ideas and toast every win. We’re excited about having a meaningful impact on people’s workplace experience. Great days also start when everyone can be their authentic self at work. Diversity of backgrounds, thoughts, and ideas is critical to our success in delivering great workplace experiences, both for our members and for each other. Industrious is committed to creating an inclusive, respectful environment that embraces your individuality and quirkiness. You are valued for who YOU are. We celebrate our people as individuals who can accomplish great things when we work together as one team. To learn more, visit www.industriousoffice.com/careers [Upgrade to PRO to see link] ROLE OVERVIEW Industrious is seeking a highly adaptable IT Support Specialist to join our global technology team. While we maintain high enterprise standards and clear operational frameworks, we operate in a high-velocity environment supporting diverse sites across Europe. We are looking for a versatile IT professional who possesses a broad technical curiosity and a genuine passion for resolving complex issues. This role requires an individual who excels in a multifaceted support environment—someone who stays ahead of the curve, constantly learning and innovating to improve the member experience. You will balance rigorous adherence to our global security protocols with the ability to navigate the unique technical landscapes of our various European locations. KEY RESPONSIBILITIES - Comprehensive IT Support & Service Excellence: - Provide expert Tier 1-2 support across multiple European locations, managing a diverse ecosystem of hardware and software (macOS, Windows, iOS, and SaaS tools). - Act as the primary technical point of contact for members, resolving complex queries with a "Member-First" mentality and ensuring every interaction is handled with professional polish. - Lead on-site technical setups for new location launches, ensuring that all infrastructure—from high-end AV systems to local printing solutions—perfectly aligns with Industrious’ global standards. - Network Intelligence & Vendor Partnership: - Advanced Network Oversight: While we utilize a dedicated network vendor for core architecture, you must possess a deep conceptual and practical understanding of networking principles (TCP/IP, DHCP, DNS, VLANs) to provide sophisticated on-site management. - Technical Liaison: Act as the "boots-on-the-ground" expert when collaborating with our network provider, ensuring that site-specific nuances across Europe are communicated effectively and that local connectivity remains seamless. - Strategic Sales Support & Member Consulting: - Technical Diplomacy: Partner with the business team during the sales cycle for enterprise prospects. You will provide the professional clarity and technical reassurance needed—specifically regarding network security—to help close complex deals. - The "Calm in the Storm": Maintain a composed, professional demeanor when handling urgent technical queries from high-value members, ensuring they feel supported even in high-pressure situations. - Technical Innovation & Adaptability: - Mastering the Unknown: Demonstrate a proactive drive to explore new technologies and situations. Whether it’s a new hardware rollout or a unique site constraint, you approach the unknown as an opportunity to learn, innovate, and improve. - Process Evolution: Identify recurring technical hurdles and suggest "outside-the-box" improvements to our standard playbooks to increase efficiency across the European portfolio. - Systems Experience - Enterprise SaaS & Productivity: Google Workspace (administration and support), Slack, and AI-assisted tools like Gemini for high-velocity workflows. - Endpoint Management (MDM): Deep familiarity with Mobile Device Management (MDM) platforms such as Jumpcloud and Kandji (Iru) for policy enforcement and deployment across a multi-site environment. - Operating Systems: Comprehensive Tier 1/2 support, deployment, and troubleshooting experience for macOS, iPadOS, and Windows ecosystems. - Infrastructure & AV: Administration and support for physical on-site infrastructure, including Zoom Room/Meeting Room technologies, enterprise Audio Visual (AV) systems, and network printing solutions (e.g., Xerox). - Identity & Access Management (IAM): Experience with user account lifecycle management, provisioning, and deprovisioning. REQUIREMENTS & COMPETENCIES - Experience: 3+ years in a high-touch IT Support or Systems Administration role, ideally within a multi-site or fast-growing environment. - Networking Fluency: Strong understanding of enterprise-grade networking. You must be able to "speak the language" fluently to troubleshoot alongside specialized vendors and explain concepts to non-technical members. - Agile Problem-Solving: A track record of staying productive and calm in ambiguous situations where a standard solution may not be immediately apparent. - Communication Mastery: Exceptional interpersonal skills; ability to pivot from deep technical troubleshooting to a professional sales presentation with ease. - Operational Drive: A self-starter who loves to learn and is disciplined enough to maintain global standards while operating in a fast-paced, evolving landscape. - Mobility: Willingness to travel across European sites to provide high-touch support and lead local infrastructure projects. COMPENSATION The annual base compensation for this role ranges from £40,000 - £50,000. The successful candidate's actual base compensation will be based upon a variety of factors, including but not limited to work experience, job-related knowledge, skills, and professional qualifications. You will also be eligible for up to 10% of base salary in performance-related bonus pay. Equal Employment Opportunity: Industrious is an equal opportunity employer that values diversity. We have a long-standing commitment to providing equal employment opportunity to all qualified applicants regardless of race, color, religion, national origin, sex, sexual orientation, gender identity, pregnancy, age, citizenship, marital status, disability, veteran status, political belief, or any other basis protected by applicable law.