Workplace IT Support - 1st Line

About us
Over the last 18 years, we have helped over a million satisfied customers move and manage their money. Our award-winning product portfolio allows our customers to make low-cost multi-currency payments across various payment products. From travel money to transfers, currency hedging, to expense management, we are focused on a single goal of making it easy for our customers to manage and move their money.

As a business, we are committed to delivering value to our customers through the combination of advanced payments technology and personal expert service. We’re doing this by hiring exceptional people and are now looking for an Implementation Manager to join our team.

Within our offices in London, Chester and Los Angeles and Europe, Equals comprises of three business lines and brands - Equals Money, FairFX and CardOneMoney. You will join a very close-knit, talented and supportive team from various backgrounds who believe that bringing different perspectives together helps us understand our customers' needs. United, by one thing, making money management straightforward and cost-effective for our customers.

About the role

The Workplace IT Support - 1st Line is responsible for providing first-level technical support to end users, ensuring issues and service requests are logged, triaged, and resolved efficiently. The role acts as the primary point of contact for IT-related issues and plays a critical role in maintaining business continuity and user satisfaction.

About you

We believe that certain skills are essential in order to be successful in this role and these are detailed below. You may not have all the other skills we have outlined as desirable, we understand that and will still welcome your application. We will carry out individual interviews for shortlisted candidates and assess who is best suited for the role after we have discussed everything with you.

Responsibilities 

User Support & Ticket Management

• Serve as the first point of contact for IT support via Slack and ticketing system

• Log, categorise, prioritise, escalate, and resolve IT issues and service requests in line with SLAs

• Provide first-time fixes where possible and escalate unresolved issues to 2nd/3rd line support

• Communicate clearly with users regarding issue status and resolution times

Technical Support

• Troubleshoot hardware, software, and network issues (desktops, laptops, printers, peripherals)

• Support Microsoft Windows and/or macOS operating systems

• Assist with Microsoft 365 applications 

• Perform basic user account administration

• Support VPN, remote access, and basic connectivity issues

Onboarding & Asset Management

• Set up IT equipment for new starters (laptops, peripherals, access rights)

• Collect leavers equipment promptly 

• Maintain accurate asset records and user documentation

• Follow IT security and access control procedures and keep documentation up to date

Documentation & Continuous Improvement

• Create and update knowledge base articles and support documentation

• Identify recurring issues and suggest improvements to systems or processes

• Adhere to ITIL-aligned service management practices

Essential Skills

• Previous experience in a 1st Line IT Support or Service Desk role (or strong equivalent experience)

• Strong customer service and communication skills

• Basic understanding of networking concepts (DNS, DHCP, TCP/IP)

• Experience with ticketing systems (e.g. Jira)

Desirable Skills

• Experience in an ITIL-based service environment

• Exposure to cloud platforms (Microsoft Azure / AWS)

• Knowledge of endpoint management tools (Intune / Jamf)

• Relevant certifications (CompTIA A+, ITIL Foundation, Microsoft Fundamentals)

Our investment in you
We welcome people into Equals and desire to grow and develop our talented teams. We believe in teamwork and celebrating our successes. We strive to embrace our values. We want to put you in the driving seat of your career and achieve your full potential through growth opportunities and developmental support. 

When you join Equals, we aim to help you to get more out of your career. We will also offer you the following benefits.

Benefits

• A competitive salary benchmarked against a peer group.

• 25 days holiday per year + your birthday off.

• Cycle to Work Scheme.

• We operate a hybrid working arrangement where possible.

• Cost of commute to arrive to the office via public transport.

Equals strives to create a workplace where we can all be ourselves. We believe in inclusion, equality and the power of diversity, so you'll be encouraged to bring your unique perspectives and experiences, and help us understand what you need to do your best work.