IT Support Engineer

Job Title: IT Support Engineer

Department: IT & Security

Reporting To: Service Desk Manager

Location: London, United Kingdom

Hybrid Working: 3 days in your local office

Full-time Permanent

The Role

The IT team at Kobalt Music is a global team of 9 that reports to the VP of IT & Security, forming part of the wider KTech engineering function. We provide support for in excess of 400 people across 10 locations around the world.

We are looking for a highly motivated and personable individual to join our team who will play an integral part in helping shape an ever-evolving support environment. Reporting to the Service Desk Manager, the IT Support Engineer will be responsible for independently providing onsite support to our London office, as well as providing remote support to the rest of Kobalt's offices and employees.

This is an exciting opportunity to join a global technology team supporting a fast-paced, international business while contributing to the continuous improvement of our systems, services, and employee experience.

What You'll Do

• You provide day-to-day onsite and remote support to all levels of staff, including support for meeting rooms and event equipment.
• You manage incidents and requests through a ticketing system, while maintaining asset management records and accurate reporting.
• You work closely with our People team to support all IT aspects of joiners and leavers.
• You contribute to our growing employee and technical knowledge base.
• You assist with global technology projects and continuously look for ways to improve systems, services, and support processes.
• You help deliver a seamless and efficient technology experience for employees across Kobalt's global offices.

What You'll Bring

Preferred:

• You have at least 2 years of IT support experience, using ITIL practices and managing tickets through a ticketing system.
• You are highly customer-focused, a true team player, and someone who can work independently while taking initiative.
• You can demonstrate an ability to effectively troubleshoot technical problems.
• You have a strong understanding of security best practices.
• You have a passion for automation and process improvement.
• You have experience administering Google Workspace, Okta, Slack, Intune, and Jamf within a mixed Windows and Apple Mac environment.
• You have experience managing technology assets, inventory reporting, and maintaining accurate records.

Additional Skills That Could Add Value:

• Experience supporting a global workforce across multiple locations and time zones.
• Experience contributing to technical documentation and knowledge management initiatives.
• Exposure to project work involving systems implementation, automation, or process improvement.

What Success Looks Like

By Month 3: You'll have developed a strong understanding of Kobalt's technology environment, support processes, and key business systems. You'll be confidently managing day-to-day support requests, onboarding and offboarding activities, and supporting employees across multiple locations.

By Month 6: You'll be independently managing a broad range of support issues, contributing to knowledge base improvements, maintaining high service standards, and actively identifying opportunities to improve support processes and user experience.

By Year 1: You'll be a trusted member of the IT team, confidently supporting complex technical issues, contributing to global projects, driving operational improvements, and helping deliver an exceptional technology experience across the business.

Key Behaviours for Success

Customer Focus: Delivers a high-quality support experience by understanding employee needs and providing responsive, effective solutions.

Problem Solving & Initiative: Takes ownership of issues, investigates root causes, and proactively identifies opportunities for improvement.

Adaptability: Thrives in a fast-paced environment, balancing competing priorities while supporting a global workforce.

Interview Process

• Introductory call with a member of our Recruitment Team
• Interviews with team and hiring manager
• Final stage interview and Q&A
• Feedback at each stage

We aim to complete the full interview process from initial application to offer within three working weeks. While we do our best to meet this timeline, there may be occasional delays. If that happens, our Recruitment Team will keep you updated every step of the way.

Important Notice

Applicants must be eligible to work in the United Kingdom. A full DBS check will be conducted on acceptance of the offer. Kobalt is an equal opportunity employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, national origin, gender, age, religion, disability, sexual orientation, or any other status or characteristic protected by law.