1st Line IT Support Engineer

About RedCloud
RedCloud is leveraging AI-powered technology to break down the barriers to fair and profitable trade in emerging markets.
RedCloud's Intelligent Open Commerce Platform connects FMCG Brands, Distributors, and Local Merchants on a single, equitable marketplace, empowering them with real-world insights and data to help them make better decisions. RedCloud enables FMCG Brands to seize new opportunities in emerging markets, facilitates access to more buyers & streamlines operations for Distributors, and helps Local Merchants spend more time selling products, not searching for them.
The company comprises a highly diverse, dynamic team of driven talented people from over twenty different countries, speaking multiple languages, with a physical footprint in Africa, Europe, and Latin America.

The Role
Join our dynamic Enterprise IT team at RedCloud! We are dedicated to ensuring the smooth operation of our internal technology systems which allow RedClouder’s to do their jobs!
As a 1st Line IT Support Engineer, you will play a key role in supporting team members with general troubleshooting within our agile, fast-paced environment.
We are looking for a proactive and enthusiastic 1st Line IT Support Engineer. You will be part of a team focused on solving technical issues, providing first-class support to RedCloud employees across our global offices.

Responsibilities:

• Assist with the onboarding and offboarding of employees, focusing on setting up technology securely.
• Coordinate with suppliers for equipment procurement, repairs, and logistics.
  Provide first-line technical support across our global offices (London, Portugal, Nigeria, South Africa, Brazil, Argentina).
• Diagnose and resolve basic hardware, software, and network issues.
• Provide support for Microsoft Windows and Office Suite, including troubleshooting and installation.
• Assist with password resets, user account management, and email configuration.
  Assist in software installations, updates, and patches.
• Identify issues that require advanced technical expertise and escalate them to L2/L3 support teams as necessary.
• Follow up on escalated tickets to ensure resolution.
• Support the maintenance and documentation of our IT infrastructure and systems.
• Provide excellent customer service by ensuring timely and effective resolution of end-user issues.
• Educate users on basic IT practices to minimise recurring issues.
• Help ensure cybersecurity practices are followed, and support audit processes as needed.
• Assist in managing IT platforms and infrastructure, adhering to security guidelines.

Requirements:

• Ideally 12+ months experience in 1st Line Support within a medium sized enterprise (SME) or a managed service provider (MSP), with the ability to troubleshoot hardware and software issues.
• Knowledge of Windows and ideally some macOS environments.
• Familiarity with IT service management (ITSM) tools such as Jira or similar
• Knowledge of Active Directory, remote desktop tools, and basic networking concepts.
• Experience in supporting mobile devices and VPNs.
• Basic knowledge of Microsoft Azure and Office 365.
• Strong organisational skills and attention to detail.
• Effective communication skills, with the ability to explain technical issues clearly to end users.
• A collaborative mindset, able to work well in a team environment.
• Fluency in English (reading & writing) and one of the following languages: Portuguese or Spanish.

How You will Succeed

• Problem-Solving: Approach challenges with a positive attitude, finding solutions quickly.
  Attention to Detail: Maintain high standards in your work, especially in relation to security and compliance.
• Teamwork: Be a supportive team player, willing to share knowledge and learn from others.
• Communication: Be open to feedback and communicate proactively.
• Inclusivity: Contribute to an inclusive workplace, respecting all team members' diverse backgrounds and perspectives.

Even if you don’t meet every requirement, we still encourage you to apply. Your unique experiences and perspectives might be just what we’re looking for.

Contract Details:
This is a full-time position consisting of 5 shifts of 9 hours each, from Monday to Friday, with an hour-long lunch break included in each shift. The total workweek amounts to 40 hours. 

Benefits
Working with a pioneering provider of eCommerce solutions you will have the opportunity to join an international company who are growing massively, we encourage ambition and creativity.

Plus, you will get:
25 Days Annual leave, increasing to 26 days after 12 months in the business
Pension
Life Insurance
Dental cover
Private Healthcare
Stock / Equity

 A Message from Us
By joining our team, you’ll become part of a collaborative, forward-thinking environment where innovation and continuous learning are at the core of everything we do. This is an opportunity to make a real impact by delivering secure and efficient technology solutions, while growing your own expertise in an ever-evolving field.