IT Engineer
Updater
Job description
View All Jobs About the Role Updater is hiring an IT Engineer for our IT team. This role will serve as the first point of contact at the Updater Helpdesk, lead our IT knowledge management program — building documentation for both human readers and the AI assistants our employees rely on every day — and own Tier 2 systems administration across our SaaS stack. The role reports to the Director, IT & Business Process Transformation. This role is well-suited for an IT professional who takes pride in turning a messy troubleshooting session into a clean, reusable document, treats every helpdesk ticket as a relationship rather than a chore, and is genuinely curious about how AI tools can make IT support better — for the employees we serve and for the people doing the work. Key Responsibilities Helpdesk Operations Serve as the first point of contact for all IT support requests at Updater, triage Freshservice tickets, and resolve Tier 1/2 issues with clear, friendly communication. Provide white-glove end-user support across macOS and Windows endpoints, Iru (MDM), , Microsoft Intune, Okta SSO, Google Workspace, Slack Enterprise, Zoom, and the Atlassian suite. Own the day-to-day ticket queue: response and resolution SLAs, accurate categorization, escalation to Tier 3/4 teammates as needed, and clean ticket hygiene to keep the Helpdesk auditable. Support employee onboarding, offboarding, and hardware lifecycle in coordination with the Senior IT Engineer (Device Management). Surface recurring issues and friction points back to the IT team so they can be solved at the root rather than re-resolved one ticket at a time. IT Knowledge Management Lead Updater’s IT knowledge management program — establishing the standard for how IT documents what it knows and driving adoption across the team. Take ownership of our Confluence and Helpdesk knowledge bases: runbooks, troubleshooting guides, SaaS administration procedures, onboarding/offboarding playbooks, and end-user-facing help articles. Author documentation that is structured, consistent, and machine-readable, so that both employees and the AI assistants they use (Claude, ChatGPT, Copilot, Gemini) can reliably retrieve and apply it. Partner with the Director, IT & Business Process Transformation, on the AI at Updater Confluence space and the AI Education Resource Hub, ensuring that IT-authored content serves as a canonical reference for the company. Treat every ticket and every system change as a documentation opportunity — capture what was learned, publish it, and reduce the long-tail rate of repeated questions. Maintain the freshness of existing knowledge by auditing, retiring, and rewriting content continuously as the IT environment evolves. Tier 2 Systems Administration Grow into hands-on administration of Updater’s SaaS stack, including Okta (group, rule, and policy management), Google Workspace, Slack Enterprise Grid, Atlassian (Jira and Confluence), Zoom, Iru, Microsoft Intune and Freshservice. Execute routine SaaS administration tasks — provisioning, de-provisioning, license management, permission changes, and lifecycle hygiene — with accuracy and a documentation-first habit. Support change management and access reviews in partnership with the IT Systems Architect and the Security team, contributing to Updater’s ISO 42001 certification posture. Assist with rollout, configuration, and ongoing administration of new SaaS tools as Updater’s environment evolves. Requirements Experience 1–3 years of IT support, helpdesk, or end-user technology experience in a professional environment (internships, MSP, or college IT roles count). Working familiarity with end-user support across macOS and Windows. Hands-on exposure to at least some of: an identity provider (Okta or equivalent), Google Workspace administration, Slack, Atlassian (Jira / Confluence), and an ITSM platform (Freshservice, ServiceNow, Zendesk, or similar). Demonstrated ability to write clear technical documentation — work samples, internal wiki contributions, or published help articles. Comfort using AI assistants (Claude, ChatGPT, Copilot, Gemini, or similar) as part of day-to-day work. Excellent communication skills, verbal and written, with the ability to translate technical concepts for non-technical audiences. Familiarity or experience with AI governance frameworks, AI red-teaming, or AI-enabled application development. Technical / Functional Skills Hands-on familiarity with macOS and Windows endpoint environments. Working knowledge of identity management (Okta or equivalent), Google Workspace, Slack Enterprise, Atlassian (Jira and Confluence), and ITSM platforms (Freshservice, ServiceNow, Zendesk, or similar). Ability to author structured, machine-readable documentation for both human and AI consumption. Comfort using AI assistants (Claude, ChatGPT, Copilot, Gemini, or similar) as a standard part of daily workflows. Bonus: scripting exposure (Bash, Python, PowerShell); compliance exposure (SOC 2, ISO 27001, ISO 42001, NIST); prior ownership of a knowledge base or documentation program. Relevant certifications a plus: CompTIA A+, Network+, Google Workspace Administrator, Okta Certified Professional, ITIL Foundation, or similar. Ways of Working You treat the Helpdesk as the front door of IT, and you want to be the person standing at it. End-user empathy and clear communication come naturally to you across every level of the company. You are a strong technical writer. You can take a debugging session you just ran and turn it into a document that someone else — or an LLM — can follow without you in the room. You see AI tools as a working partner, not a threat. You are curious about how to make documentation, runbooks, and IT processes more useful with AI. You are organized and detail-oriented. Tickets, documentation, and access records all reflect your care for accuracy. You are a self-starter who prefers to be pointed in a direction and given freedom to
Similar jobs
Customer service manager (UK)
ParcelHero
ParcelHero is one of the UK's biggest parcel delivery price comparison sites, with over 5 million visitors a year. We're a scaling, technology-focused business with 120 remote staff worldwide - and we're growing fast, expanding internationally into the US and Europe this year. We serve both consumers and businesses in an almost 50/50 split, and our move into SaaS is shifting that mix further towards larger businesses and, ultimately, enterprise customers. In 2026, we launched our cutting-edge TMS (Transport Management Solution), Parcelhero Pro, enabling retailers to pay a monthly subscription to ship on their own carrier accounts and manage every aspect of their logistics through our platform. We're a highly innovative company, deeply focused on optimisation, automation, and continuous process improvement. Joining now means being part of the journey - helping shape our technology, our processes, and our approach as we scale globally. We're also a remote-first business: no commute, no office politics, just great work with talented colleagues around the world. Job description Are you passionate about improving the customer experience? Does coordinating across teams, countries, and time zones excite you? Parcelhero is looking for an experienced Customer Service Manager to lead our team leaders and 50-strong remote team, drive quality of service, and elevate the experience for both our consumer and business customers as we expand internationally. This is a high-pace, high-pressure environment. You'll need to be decisive, sharp, and comfortable making fast, sound judgement calls while managing competing priorities across departments and time zones. As our customer base shifts towards larger business and enterprise customers, you'll help evolve our service to meet their expectations. You will be responsible for driving cross-department collaboration between the customer service, customer experience, and QA teams - working closely with them to optimise processes and continuously improve the customer experience as we scale. Responsibilities Team Leadership: Manage and develop a team of team leaders overseeing a 50-strong remote customer service team, setting clear performance expectations and fostering high performance under pressure. Cross-Department Collaboration: Work closely with the Customer Experience and QA teams on customer journey optimisation, process improvement, and automation initiatives - ensuring the customer service team's insights and frontline experience feed directly into these efforts. Customer Feedback Management: Collect and analyse customer feedback (e.g., surveys, reviews) alongside the Customer Experience team to identify pain points and opportunities to enhance the overall experience. Service Quality and Metrics: Track and improve key service metrics, such as Net Promoter Score (NPS), customer satisfaction, and customer effort score, driving quality of service across the team. Cross-Functional Alignment: Collaborate with marketing, product, and technology teams to ensure all customer touchpoints (website, booking platform, support) align with customer needs and expectations. Customer Communication Strategy: Develop communication strategies to improve how customers are informed about delivery updates, service disruptions, and issue resolutions. Service Innovation: Identify opportunities to introduce new services, tools, or processes that enhance the customer experience, working with the relevant teams to bring them to life. Customer Education: Support initiatives to provide customers with educational content (e.g., how-to guides, FAQs) to improve self-service options and reduce the need for support. Vendor Relationship Management: Liaise with courier partners (DHL, FedEx, UPS) to ensure they provide services that meet or exceed customer expectations. Applicant criteria A minimum of 10 years' customer service experience. A minimum of 7 years' experience in a customer service management role, including direct oversight of large teams (40-50+ direct reports). Proven experience operating in a fast-paced, high-volume, high-pressure environment. A decisive, sharp decision-maker with excellent critical thinking and problem-solving skills. A track record of contributing to process improvement, optimisation, or automation initiatives. Experience serving both consumer and business customers is an advantage. A friendly and professional demeanour - you should genuinely enjoy interacting and building relationships with customers. Excellent communication skills, both written and verbal. Good levels of diplomacy when dealing with customer queries and complaints. A minimum typing speed of 40 wpm. Fluent English, both written and verbal. Experience in the parcel delivery, logistics, or e-commerce sector is beneficial but not essential. Key skills Leadership: Strong leadership and team management skills, with a proven ability to motivate and develop large customer service teams to achieve high performance under pressure. Decisiveness: Comfortable making fast, well-judged decisions in a demanding, time-sensitive environment. Problem-Solving: Excellent problem-solving skills, with the ability to handle complex delivery issues and escalations effectively. Collaboration: A natural collaborator who works effectively across departments - partnering with CX, QA, product, and technology teams to drive shared outcomes. Process and Automation Mindset: An appetite for optimisation, automation, and continuous improvement, and the frontline insight to help shape these initiatives. Customer Focus: A deep commitment to delivering outstanding customer service across both consumer and B2B audiences, with a strong understanding of differing customer needs and expectations. Communication: Excellent verbal and written communication skills for both internal team management and external customer interactions. Organisational Skills: H
Customer service manager (CY)
ParcelHero
ParcelHero is one of the UK's biggest parcel delivery price comparison sites, with over 5 million visitors a year. We're a scaling, technology-focused business with 120 remote staff worldwide - and we're growing fast, expanding internationally into the US and Europe this year. We serve both consumers and businesses in an almost 50/50 split, and our move into SaaS is shifting that mix further towards larger businesses and, ultimately, enterprise customers. In 2026, we launched our cutting-edge TMS (Transport Management Solution), Parcelhero Pro, enabling retailers to pay a monthly subscription to ship on their own carrier accounts and manage every aspect of their logistics through our platform. We're a highly innovative company, deeply focused on optimisation, automation, and continuous process improvement. Joining now means being part of the journey - helping shape our technology, our processes, and our approach as we scale globally. We're also a remote-first business: no commute, no office politics, just great work with talented colleagues around the world. Job description Are you passionate about improving the customer experience? Does coordinating across teams, countries, and time zones excite you? Parcelhero is looking for an experienced Customer Service Manager to lead our team leaders and 50-strong remote team, drive quality of service, and elevate the experience for both our consumer and business customers as we expand internationally. This is a high-pace, high-pressure environment. You'll need to be decisive, sharp, and comfortable making fast, sound judgement calls while managing competing priorities across departments and time zones. As our customer base shifts towards larger business and enterprise customers, you'll help evolve our service to meet their expectations. You will be responsible for driving cross-department collaboration between the customer service, customer experience, and QA teams - working closely with them to optimise processes and continuously improve the customer experience as we scale. Responsibilities Team Leadership: Manage and develop a team of team leaders overseeing a 50-strong remote customer service team, setting clear performance expectations and fostering high performance under pressure. Cross-Department Collaboration: Work closely with the Customer Experience and QA teams on customer journey optimisation, process improvement, and automation initiatives - ensuring the customer service team's insights and frontline experience feed directly into these efforts. Customer Feedback Management: Collect and analyse customer feedback (e.g., surveys, reviews) alongside the Customer Experience team to identify pain points and opportunities to enhance the overall experience. Service Quality and Metrics: Track and improve key service metrics, such as Net Promoter Score (NPS), customer satisfaction, and customer effort score, driving quality of service across the team. Cross-Functional Alignment: Collaborate with marketing, product, and technology teams to ensure all customer touchpoints (website, booking platform, support) align with customer needs and expectations. Customer Communication Strategy: Develop communication strategies to improve how customers are informed about delivery updates, service disruptions, and issue resolutions. Service Innovation: Identify opportunities to introduce new services, tools, or processes that enhance the customer experience, working with the relevant teams to bring them to life. Customer Education: Support initiatives to provide customers with educational content (e.g., how-to guides, FAQs) to improve self-service options and reduce the need for support. Vendor Relationship Management: Liaise with courier partners (DHL, FedEx, UPS) to ensure they provide services that meet or exceed customer expectations. Applicant criteria A minimum of 10 years' customer service experience. A minimum of 7 years' experience in a customer service management role, including direct oversight of large teams (40-50+ direct reports). Proven experience operating in a fast-paced, high-volume, high-pressure environment. A decisive, sharp decision-maker with excellent critical thinking and problem-solving skills. A track record of contributing to process improvement, optimisation, or automation initiatives. Experience serving both consumer and business customers is an advantage. A friendly and professional demeanour - you should genuinely enjoy interacting and building relationships with customers. Excellent communication skills, both written and verbal. Good levels of diplomacy when dealing with customer queries and complaints. A minimum typing speed of 40 wpm. Fluent English, both written and verbal. Experience in the parcel delivery, logistics, or e-commerce sector is beneficial but not essential. Key skills Leadership: Strong leadership and team management skills, with a proven ability to motivate and develop large customer service teams to achieve high performance under pressure. Decisiveness: Comfortable making fast, well-judged decisions in a demanding, time-sensitive environment. Problem-Solving: Excellent problem-solving skills, with the ability to handle complex delivery issues and escalations effectively. Collaboration: A natural collaborator who works effectively across departments - partnering with CX, QA, product, and technology teams to drive shared outcomes. Process and Automation Mindset: An appetite for optimisation, automation, and continuous improvement, and the frontline insight to help shape these initiatives. Customer Focus: A deep commitment to delivering outstanding customer service across both consumer and B2B audiences, with a strong understanding of differing customer needs and expectations. Communication: Excellent verbal and written communication skills for both internal team managemen