IT Support Associate - Hybrid

Join AutogenAI – Revolutionising Bid and Proposal Writing with generative AI 

AutogenAI is a leader in Generative AI SaaS, transforming how organisations create and optimise winning bids, tenders and proposals through cutting-edge natural language processing technology. We are one of the fastest-growing AI companies in the world, expanding rapidly to meet the increasing demand for AI-driven solutions across sectors.  

Our innovation stems from a belief that language technology will revolutionise business communication over the next decade. We empower our clients to grow faster and more efficiently by delivering bespoke AI language engines tailored to their needs, saving time, improving content quality, and boosting win rates in highly competitive markets.  

We drive AutogenAI’s growth by fostering a culture where innovation and ambition thrive, building a company where everyone can have a career-defining experience. As we scale, we invite passionate professionals to join our journey of innovation, helping shape the future of AI-powered business solutions.  

Job Summary: 

As our first IT Support Associate at AutogenAI, you will support the Head of IT with troubleshooting first line requests from our internal teams. This is a hands-on IT support role embedded within a lean global IT team. You will be the first-contact for end-user support across the London office, handling day-to-day helpdesk tickets, device lifecycle tasks, and on-site AV/meeting room support. You will provide exceptional customer service in your interactions with all teams through tickets, email, Slack and in person - helping people stay connected and productive.  

This role is ideal for someone early in their IT career who is confident supporting internal teams, enjoys solving problems and is happy to work in a hybrid in office environment (Kings Cross). 

What You'll Be Responsible for:  

• Proactively triage and resolve FreshService tickets for hardware, software, and access issues - escalating to the IT of Head when needed 
• On-site support for laptops (macOS primarily, some Windows), including unboxing, enrollment, and handoff to new starters 
• Meeting room AV support: displays, conferencing hardware, connectivity troubleshooting, pre-meeting checks 
• Microsoft 365 first-line tasks: account provisioning, license assignment, group membership, Teams/SharePoint basics 
• Intune device management support: enrolment, basic compliance troubleshooting, app deployment follow-up 
• Assisting with IT onboarding and offboarding procedures 
• Maintaining asset records and IT documentation
• Assist with compiling compliance documentation alongside our Head of Risk 

What You'll Bring to the Team:  

• IT support experience (1st/2nd line or similar) 
• Must have in-depth knowledge of and the ability to perform advanced troubleshooting on macOS, Windows, VPNs, and SaaS applications (Teams, Slack, Microsoft 365).
• Extensive experience troubleshooting AV/Conference room issues and Office Network related issues 
• Experience with ticketing systems 
• Excellent Communication: The ability to convey technical information clearly for non-technical users
• Proactivity: You don’t just follow step-by-step guides and then escalate. You’re excited by investigating problems to find the best solution
• Patience: A calm and patient manner, especially when dealing with users who may be frustrated or stressed due to technical issues 

What This Role is Not: 

• Security tooling (Defender, Sentinel, Intune policy authoring) 
• Identity and access management (Entra ID, PIM, Conditional Access) 
• Infrastructure architecture and vendor management 
• Escalated or complex incidents 

• Salary: £28,000 - £35,000 depending on specific experience and qualifications relevant to the role.   
• Stock Options: Meaningful equity in the company. 
• Retirement Plan: Pension scheme to help secure your future.  
• Paid Time Off: Unlimited vacation (Yes, you read right!) 
• Flexible Work Options: ~4 days per week in office while you're onboarding, reducing when you're ramped
• Private Healthcare: Bupa Medical and Dental cover 
• Life Insurance: Peace of mind for you and your family
• Paid parental leave: 16 weeks if you’ve just given birth, 4 weeks if your partner has just given birth (after one year of year of service) 
• Additional Perks: Your choice of laptop (Mac or Windows), regular company events to connect with teammates, and opportunities for continued professional development. 

• Customers, Always: Everything starts with our customers. We walk in their shoes, speak their language, and build for their delight and success. We win when they win.
• Make It Happen: We move fast and take ownership. No waiting, no red tape – just action, urgency, and focus on outcomes. We ask for forgiveness, not permission.
• Learn and Invent: We stay curious. We learn what we can from past masters - and make up the rest. Change is constant, and so is our growth.
• Act Like Owners: Titles don’t solve problems - people do. We own challenges, break the rules when it’s necessary, and focus on what matters.
• Turn It Up to 11: There is no “Good enough”. We raise the bar, push boundaries, and keep building. There’s always a next level.
• Lead With Respect: We listen first, speak honestly, and value every perspective. Integrity, follow-through, and kindness matter.
• Build Trust Through Transparency: We default to openness. We give feedback, share information, and assume positive intent - no secrets, no silos.

AutogenAI is an equal opportunity employer dedicated to fostering a diverse and inclusive workplace. We do not discriminate on the basis of race, colour, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by federal, state, or local laws. 

We encourage applications from individuals of all backgrounds, including those with disabilities and veterans. Our hiring decisions are based on qualifications, merit, and business needs.  

At AutogenAI we value the unique perspectives each employee brings and strive to provide an equitable environment. If you require reasonable accommodations during the application or interview process, please let us know, and we will gladly assist you.