IT Support Engineer, EMEA

Responsibilities

Provide onsite and remote IT support for desktop, laptop, and mobile devices while managing office facilities and meeting room technology. Act as the primary IT contact for the EMEA region, ensuring hardware and software are correctly deployed and maintained.

Requirements

Requires experience in an IT support or service desk role with proficiency in Windows and macOS environments. Candidates must possess strong hardware troubleshooting skills, basic networking knowledge, and the ability to work independently across different time zones.

Skills

• IT Support
• Desktop Support
• Hardware Troubleshooting
• Windows
• MacOS
• ServiceNow
• Networking
• PowerShell
• Jamf
• Cisco Meraki
• AV Equipment
• AI Tools
• Problem-solving
• Communication
• Asset Management
• Onboarding

About this role

We're on a mission to be a Force For Good, through our People, Products and Purpose at Nuix. This extends to our People. We're fiercely passionate, love working at pace, thrive in ambiguity, live, and breathe outside of the box, and above all are good humans. We're determined to make a positive difference in the world, whether through our solutions which help the top companies, governments and agencies find the truth and combat illegal activities, or through our people who care about contributing and giving back both within, and outside, of Nuix. We are a Force For Good. We're selective about who comes on board, and you should be too. But if the above sounds like a match, get in touch today and get ready for the possibility of starting a once-in-a-career journey.
Role Overview:
As an IT Systems and Support Engineer, you will be the on the ground IT presence for Nuix in London and across the EMEA region. You will look after our people, their devices, our meeting rooms and our office technology, and provide hands-on support wherever our EMEA teams need it. You will work alongside our IT team in Sydney and colleagues around the world, and you will help our people get real value from AI tools.
Location:
This is an onsite role based in our London office. You are required to be in the office 4 to 5 days per week. Supporting EMEA means you will be able to travel to other Nuix locations (Paris and Frankfurt) when and where needed. Because our global headquarters is in Sydney, you will also need to be able to join calls before or after your normal start and finish times, including early mornings, depending on projects.
Key Responsibilities

Onsite IT Support
Provide first and second level support for desktop, laptop and mobile device issues, in person and remotely, ensuring timely resolution of incidents and requests
Manage onboarding and offboarding for the EMEA region, including preparing, issuing and collecting devices and accessories
Install, configure and troubleshoot hardware, software and peripheral devices for end users
Deploy new workstations, ensuring they are configured correctly and meet security and performance standards
Maintain asset records, equipment stock and spares for the EMEA region
Work with vendors, couriers and building management on IT related matters
Office and Facilities Technology
Provide on-site support of all office facilities, including meeting rooms, AV equipment, network infrastructure and local workstations
Support and troubleshoot office networking, including wireless and switching
Set up and support technology for visitors, events and new starters
EMEA Regional Support
Act as the main IT contact for staff and offices across EMEA, supporting different local requirements and time zones
Travel to other EMEA locations when and where needed to deploy equipment, support projects or help staff onsite
Work independently onsite, while staying closely connected with the remote IT team and colleagues in Sydney
Join calls before or after standard hours when projects require it, including early mornings to overlap with the Sydney headquarters
Escalate and collaborate with senior engineers on larger issues and projects
AI Enablement
Help staff get started with approved AI tools, answering questions and sharing practical tips from day to day support work
Contribute to guides, knowledge articles and short training sessions on using AI tools safely and effectively
Use AI tools to speed up support work, such as drafting knowledge articles, summarising tickets and building simple scripts, always with review and in line with company policy
Follow data protection and acceptable use guidance for AI, and flag risks or misuse to senior engineers
Skills, Knowledge and Expertise
Experience in an IT support, service desk or desktop support role, supporting Windows and macOS devices in an office environment
Experience in setting up meeting rooms using Neat and Yealink boards
Experience in processing tickets on a ticketing system i.e. ServiceNow
Good hardware troubleshooting skills and confidence handling device builds, deployments and repairs
Basic networking knowledge and troubleshooting skills
Familiarity with scripting languages such as PowerShell is desirable
Strong problem-solving and communication skills
Comfortable working independently onsite, and equally comfortable working with a remote team across time zones
Able and willing to be in the office 4 to 5 days per week
Able and willing to travel across EMEA when and where needed
Flexible with working hours, including joining calls before or after your normal start and finish times to overlap with our Sydney headquarters
Bachelor's degree in computer science or related field, or equivalent practical experience
Highly regarded
Experience working in a Managed Service Provider (MSP) environment, including supporting multiple clients, working to SLAs and managing competing priorities
Experience with Jamf managing macOS devices
Experience with Cisco Meraki, including the Meraki Dashboard for wireless, switching and security appliances
Hands-on experience using AI tools in a work or study setting, for example:
Using tools such as Claude or Microsoft Copilot to draft documentation, summarise information or troubleshoot problems
Helping colleagues learn to use AI tools and sharing tips on what works well
Writing or adapting simple scripts or automations with AI assistance
Understanding safe use of AI, including not sharing confidential or personal data with unapproved tools
Curiosity about how AI can improve IT support, and a willingness to learn about topics such as enterprise AI rollout and integrations
About NUIX
Nuix is an equal opportunities employer. Don’t let imposter syndrome hold you back! We welcome all applications and are a flexible employer.
We strive to make any required adjustments where possible to make the process fair and equitable for everyone. If you need any accommodations throughout the interview process, please note t...

About Nuix

Software Development · 201-500 employees · headquartered in Sydney, NSW · founded 2000