The posting
Who are we?👋
Look at the latest headlines and you will see something Ki insures. Think space shuttles, world tours, wind farms, and even footballers’ legs.
Ki’s mission is simple. Digitally disrupt and revolutionise a 335-year-old market. Working with Google and UCL, Ki has created a platform that uses algorithms, machine learning and large language models to give insurance brokers quotes in seconds, rather than days.
Ki is proudly the biggest global algorithmic insurance carrier. It is the fastest growing syndicate in the Lloyd's of London market, and the first ever to make $100m in profit in 3 years.
Ki’s teams have varied backgrounds and work together in an agile, cross-functional way to build the very best experience for its customers. Ki has big ambitions but needs more excellent minds to challenge the status-quo and help it reach new horizons.
Where you come in
As our Associate Modern Workplace Engineer, you're the first point of contact for tech support here at Ki. You’ll handle first and second-line incidents and service requests for about 450 of our colleagues, across our London office and those working remotely. This hands-on support role is all about keeping our end-user devices, Microsoft 365, and collaboration tools running smoothly while managing access requests in line with our service levels and escalation paths.
We run a modern, cloud-managed estate (using Microsoft Intune, Entra ID, NinjaOne, and Freshservice) with absolutely no legacy, on-premises desktop systems. Because we're an automation-first team, you’ll spend as much time using and improving automated workflows as you will fixing individual issues. Our people are technically capable, and they look to us for quick, smart support that's clearly explained. If you love finding solutions, exploring new ways to automate, and making technology seamless for everyone, you'll fit right in. We're here to support you as you learn, grow, and help us scale our modern workplace.
What you will be doing 🖋️
- Act as the first point of contact for technology incidents and service requests raised through Freshservice, Slack, email and in person, triaging and prioritising accurately and setting clear expectations with our colleagues.
- Resolve 1st line issues at first contact wherever possible, including password resets, MFA and account lockouts, licence and application access, printing, and meeting room and AV support.
- Diagnose and resolve 2nd line issues across Windows 11 and macOS devices, Microsoft 365 (Outlook, Teams, SharePoint, OneDrive) and business applications, escalating to the Modern Workplace Engineer or to Security with a clear, documented account of what has already been tried.
- Deploy, configure and recover end user devices using Microsoft Intune and Windows Autopilot, and support the new starter, mover, and leaver process end to end: account provisioning, group membership, device handover and secure wipe on exit.
- Process access requests in line with the approval and least privilege model, retaining evidence of approval on the ticket so that access can be audited.
- Maintain accurate asset records for laptops, mobile devices and peripherals, covering allocation, return, repair and secure disposal.
- Monitor endpoint compliance and patch status and remediate non-compliant devices, including encryption, operating system updates and security baselines, in line with agreed standards.
- Write and maintain knowledge base articles and runbooks so that recurring issues can be resolved at first contact, or by our colleagues themselves through self-service.
- Identify repetitive manual work, raise it for automation, and build PowerShell scripting skills in order to take on that automation over time.
- Support workplace technology projects such as device refresh, application rollouts and policy changes, including testing, pilot participation and colleague communications.
- Meet agreed service levels for response and resolution, keep ticket records complete and accurate, and contribute to service performance reporting and continuous improvement discussions.
Requirements
- Strong troubleshooting skills across Windows 11, Microsoft 365, and common end-user devices, with exposure to macOS, iOS and Android.
- Understanding of identity and access management, including user accounts, groups, MFA, and sign-in troubleshooting within Entra ID or Active Directory.
- Knowledge of endpoint management and device lifecycle activities, with experience of tools such as Intune, Jamf or similar beneficial.
- Ability to diagnose common networking issues including DNS, DHCP, VPN and Wi-Fi.
- Clear communicator who can explain technical concepts to non-technical colleagues and maintain accurate documentation.
- Methodical approach to problem solving, ticket management, and record keeping.
- Interest in automation and scripting, with PowerShell experience or a willingness to learn.
- Commercial experience in a corporate IT support environment, ideally within a 1st or 2nd line support role.
- Experience working with ITSM platforms such as Freshservice, ServiceNow, Jira Service Management, or similar.
- Familiarity with cloud-first Microsoft environments and exposure to ITIL practices.
- Experience within a regulated industry and/or relevant certifications are advantageous but not essential.
Benefits
You’ll get a highly competitive remuneration and benefits package. This is kept under constant review to make sure it stays relevant. We understand the power of saying thank you and take time to acknowledge and reward extraordinary effort by teams or individuals.
What to expect during the recruitment process
1. Initial recruiter screening call 2. Interview with hiring manager 3. Technical Interview (this may vary depending on the role) 4. Values Interview
