Job Description

Job Title: Support Engineer – Infrastructure

Job Classification: Full-Time                     

Reports To: Vice President, IT

Location: Remote – UK based. Occasional travel required (<10%)

Salary Range: £50,000 – £70,000

Anticipated Start Date: May/June 2025

POSITION SUMMARY:

DEEL’s client TIGER 21 (the “Client”) is seeking a passionate and driven Level 2 Support Engineer who’s eager to grow their technical expertise while contributing meaningfully to a high-performing team. This is more than just a support role—it’s a chance to be part of a forward-thinking, collaborative, and genuinely supportive environment where learning is celebrated and innovation is encouraged. You’ll work independently and shoulder meaningful responsibility, while also benefiting from the camaraderie and mentorship of a dynamic, talented, and fun-loving IT team in the wonderfully supportive culture of the Client. If you’re confident in your abilities, communicate clearly, and are excited to keep growing your skills in a culture that values curiosity and professional development, we’d love to meet you.

The Support Engineer – Infrastructure will serve as the first line of support for end-user desktop issues while also assisting in the administration and maintenance of key internal systems including Microsoft Office 365, Okta, and Sophos. The ideal candidate will combine excellent technical troubleshooting skills with a customer-first mindset and a foundational understanding of enterprise security and identity management platforms.

The Support Engineer – Infrastructure will be involved with engaging in vendor relationships where appropriate.

The Support Engineer – Infrastructure will work with the rest of the IT team providing technical support for the Client’s Staff, Chairs, and Members.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Other duties may be assigned

• Platform Support: Support and manage platforms, tools, and applications essential to the Client’s internal operations, including, but not limited to O365, Okta, and Sophos.
• Technical Support: Provide technical assistance and support to the Client’s Staff, Chairs, and Members. Especially those located in Europe and Asia/Pacific time zones.
• User Access Audits: Be responsible for the setup and execution of regular user access and security audits.
• Monitor and Resolve: Monitor logs and queues, resolving issues as they arise and escalating as necessary.
• Technical Documentation: Maintain documentation and knowledge base for common support issues and processes.
• Member Facing: Engage directly with the Client’s Members and Chairs, communicating technical concepts in a clear, approachable manner, and non-technical way. The ideal candidate will be comfortable interacting with non-technical individuals, maintaining professionalism, and building rapport to foster supportive, effective relationships.

COMPETENCIES FOR SUCCESS:

• Demonstrated ability to create and follow IT support and escalation processes i.e. “process orientated”.
• Strong understanding of both Windows and macOS operating systems.
• Strong troubleshooting and problem-solving skills with the ability to work independently and as part of a team – especially with cross-functional IT and business units.
• Comfort working across time zones and in fast-paced, dynamic environments and committed to continuous learning.
• Excellent verbal and written communication skills.

DESIRED EDUCATION & EXPERIENCE:

• Bachelor’s degree in Computer Science, Information Systems, Software Development, Business or a related field preferred.
• 3+ years of professional work experience
• Experience in IT support or infrastructure-focused roles preferred
• Experience supporting Microsoft 365 environments, including Teams, SharePoint, OneDrive, and Exchange.
• Prior work with identity management systems such as Okta or Azure AD.
• Exposure to endpoint protection platforms, Sophos preferred.
• Familiarity with Salesforce (Sales or Service Cloud) is a plus.
• Exposure to cloud platforms (AWS, Azure, Google Cloud, or DigitalOcean)
• Familiarity with ticketing / support desk systems (Jira, Zendesk, or ServiceNow)

TECHNOLOGY:

• Microsoft 365 suite
• Okta and similar IAM tools
• Sophos and other endpoint protection software
• Jira Service Desk and other ticketing systems (Zendesk, ServiceNow)
• Salesforce (user-level experience) and Service Cloud
• Cloud platforms (AWS, Azure, Google Cloud, or DigitalOcean)

PHYSICAL DEMANDS:

Occasional travel may be required.

The physical demands described here are presentative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

At TIGER 21, we value diverse perspectives and recognize that a range of experiences and skills can enhance our team. If you’re excited about this role but don’t meet every qualification, we still encourage you to apply. You may be the right fit for this position or other roles within our company.

TIGER 21 is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender, gender identity or expression, national origin, age, disability status, veteran status, or any other characteristic protected by law.