Senior IT Support Engineer

The role

Who We Are
We Are Social is a global socially-led creative agency with unrivalled social media expertise. With 1,300 people in 19 offices spanning four continents, we deliver a global perspective to our clients in a time when social media is shaping culture.

We’re proud to be a multi-award-winning agency, with Cannes Lions, One Show, Webby and Shorty Awards, to name but a few. Our most recent work has seen us help Pepsi, Meta and Adidas deliver some of their biggest and most innovative campaigns to date, from breaking into the metaverse to smashing records on TikTok. 

As well as creating for clients, we help educate the wider industry. Our Instagram publication The Feed tracks culture at the speed of social. 6,500 people registered or tuned into our events last year, and our reports garnered more than 20 million views.

The Opportunity

We are looking for a Senior IT Support Engineer to join the IT team in the London office.

This role would suit a positive person with a “go for it attitude” who enjoys a creative environment, likes working with people and critically has a learner mindset wanting to progress.

Joining a small team at a media agency, the person will be working within an Apple Mac-centric environment which requires an understanding and a desire to improve their skill-set of macOS and Apple hardware, JAMF, Juniper Switch networking, Sonicwall firewalls, Google Workspace, Falcon Crowdstrike Antivirus, Okta administration.

Requirements

What You’ll Have Delivered Elsewhere

• Responding to technical issues in a polite and effective manner.
• Deliver end-user support that can adapt to each individual user’s needs.
• Creating/setting up new user and freelancer accounts and hardware.
• Setup of old and new equipment following the latest best practice.
• Remote support both in the UK and for our offices and users around the world as needed.
• Always keep records and information up-to-date and look to improve what is there already.
• Supporting our sister company, which is based in our London office, with IT needs as required.
• Providing expert-level responses to technical issues with professionalism and efficiency.
• MacOS troubleshooting skills – primarily macOS 26 Tahoe using GUI and terminal.
• Experience supporting Apple Hardware.
• Experience supporting Apple iOS, macOS, tvOS.
• Experience with Google Workspace (Gmail, Groups, Calendars, Drive and Shared
• Drives)
• Experience supporting video conferencing platforms (we are a Google house and use Google Meet internally, but we also support every platform our clients use including Zoom and Microsoft Teams).
• Familiarity with Okta or similar identity management tools.
• Experience and confidence supporting video conferencing platforms and tools.
• Helpdesk ticketing experience.
• JAMF 100 certified with an expectation of working at JAMF 200 level.
• Managing and supporting Adobe Creative suite.
• Understanding of core network services (Cisco Meraki APs, Sonicwall Firewall & Juniper Mist switches).
• Basic Windows troubleshooting and support.

The Opportunity

This role is office based, 9:30 – 6:00 Monday to Friday to ensure coverage during the day to meet business needs.

Responsibilities

• Responding to technical issues in a polite and effective manner.
• Deliver end-user support that can adapt to each individual user’s needs.
• Creating/setting up new user and freelancer accounts and hardware.
• Setup of old and new equipment following the latest best practice.
• Remote support both in the UK and for our offices and users around the world as needed.
• Always keep records and information up-to-date and look to improve what is there already.
• Supporting our sister company, which is based in our London office, with IT needs as required.
• Providing expert-level responses to technical issues with professionalism and efficiency.

Who We’re Looking For 

Organisation

You need to manage and organise your time, systems and processes effectively. You must prioritise well and ensure that you can complete a varied task list within your day. Attention to detail, focus, and accuracy are vital.

Communication

You will need to demonstrate excellent communication skills, instilling confidence in others concerning your competency and ability to deliver. Identify timings and channels of communication to ensure that you are listened to and understood. We don’t expect you to know everything; nobody does – but we do expect you to ask and talk through anything you are unsure of and engage with the team. The role is a very internal client-facing role so excellent customer service and communication skills are essential.

Accountability

Commit to your actions – you need to take responsibility for the tasks you own but know when to share and ask for help. You are part of the team and a key support to the business. We do expect you to show initiative within the realm of your role and proactively work to help to solve the problems you encounter.

What Else Are We Looking For?

• Advanced JAMF (200) or other Mac MDM knowledge.
• Knowledge of Shell Scripting or comparable scripting languages.
• Understanding of security standards (CE, CE+, ISO2701, SOCII).
• Familiarity with ITILv4 practices.
• Agency or similar industry experience would be advantageous.

Benefits

Our Culture and the Nice Stuff

Equity, Diversity and Inclusion runs in the water here at We Are Social. We are transparent about the changes that are needed, we are focused on making real strides, both internally and within the industry and we strive to truly be a workplace that represents, supports and advocates for ALL. Our Charter for Change in the UK  can be found here which details our focus areas across People, Work and Culture in 2026.

Inclusion at every level is crucial to creative innovation and success, and we want to create a workplace where everyone feels a sense of belonging. We welcome and encourage talent from ALL backgrounds and are committed to creating a representative team that can deliver creative excellence. If you require any support, adjustments or accommodations for any reason whatsoever during the recruitment process, please let us know via [email protected]

So let’s get to the good stuff,  we offer all those things you would naturally expect; 25 days holiday, pension scheme & life assurance.

But what’s life around here really like day-to-day? Well, we ask our people regularly what they think about us/their role and here are some of the most common things they say:

• I value my manager we have a good relationship
• We love to ‘get social’ with the people I work with
• Trusted to get on with the job, without ‘micro-management’!

If this all sounds like the place you have been waiting to find then apply now! What are you waiting for?