Information Technology Support Engineer

About Us

Privalgo was founded in 2018 with a bold vision: to disrupt the international payments and FX sector with innovative solutions tailored for ambitious businesses.

Our founders, with decades of experience in the industry, envisioned a world where global money movement is more than just international transactions but seamless, transparent experiences that propel businesses forward.

What began as a small team of passionate innovators has grown into an over 80-person scaleup with a global footprint.

Today, we process over 100,000 payments a month and over £3bn annually for our clients. Our growth is a testament to our clients’ trust in our vision.

Being a Technical Support Engineer at Privalgo

We are looking for a tech-savvy, dynamic and skilled Technical Support Engineer with a passion for helping others. In the Technical Support Engineer role, you will be the first point of contact for our employees, providing exceptional technical support and ensuring seamless operation. You will diagnose and troubleshoot hardware and software issues, guide your colleagues through step-by-step solutions, and collaborate with cross-functional teams to drive efficiency, effectiveness, and continuous improvement.

As Privalgo’s In-House Technical Support Engineer, you will play a crucial role in maintaining our operational excellence. Your ability to communicate technical information clearly and effectively, coupled with your strong problem-solving skills, will enable you to address a wide range of technical challenges and deliver timely solutions.

We want someone who is committed to excellence, eager to learn, and ready to make a significant impact.

We are looking for someone with a scale-up mindset. You’ll be a planner and a do-er, with the hunger to be part of the ambitious growth that we seek. Not only that, but you’ll be also happy to roll your sleeves up and get into the detail required to help ensure success from the wider team.

We want someone who can present solutions rather than problems, thinks why and how, rather than why not, and someone who is not afraid to challenge or have a voice in the pursuit of what is the right way forward for Privalgo.

Lastly, we want you to get to know the three pillars of our culture; ambition, accountability, and impact – to live and breathe them, and weave them through all that you do.

Core Objectives

• Responsible for management of day-to-day tickets for tech support incidents, ensuring timely resolution and excellent customer service. Ability to maximise impact by prioritising and escalating issues as necessary to ensure critical problems are addressed promptly.

• Manage endpoints, security, and Windows updates using Intune to ensure all devices are secure and up to date, to always ensure best practice.

• Monitor endpoint compliance and address any security vulnerabilities promptly.

• Manage IT Assets through ensuring an accurate asset register, tracking all IT equipment and software licenses and conduct regular audits to ensure asset register accuracy and accountability.

• Handle user onboarding and offboarding, ensuring proper setup and deactivation of accounts, access, and equipment.

• Provide new starter induction for new employees on IT systems and policies, ensuring an excellent experience.

• Provide support for office meeting room equipment, ensuring functionality and addressing any technical issues.

• Support office networking equipment, troubleshooting connectivity issues and maintaining network performance.

• Write and maintain support documentation, including troubleshooting guides, FAQs, and user manuals ensuring documentation is up-to-date and accessible to all users.

You

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Minimum of 3 years of experience in a technical support role
• CompTIA A+, Microsoft Certified Professional (MCP), or other relevant certifications are desirable.
• Familiarity with IT service management (ITSM) frameworks such as ITIL.
• Excellent communication, problem-solving abilities, and strong customer service orientation.
• Proficiency in Windows and macOS operating systems and managing endpoints with Microsoft Intune and Defender cloud.
• Ability to support office networking equipment and troubleshoot hardware/software issues.
• Experience in Office 365 cloud technologies, including Exchange Online and SharePoint.
• Experience in Azure cloud including SaaS and PaaS solutions.

The Hybrid Life

As a fundamental support role for the business, the person in this position will need to be in the office three times a week. At Privalgo it’s important for us to come together, work hard, and show what we’re made of!

We trust you to manage your week and stay responsible for your deliverables no matter where you are.