IT Support Engineer

Location    London (Uxbridge), UK

Ava is a global technology company with offices in the UK, Norway, and the USA. We exist because we believe that we can create a better, smarter way to deliver security.

We inject intelligence into our approach to security and all our solutions. We help organisations see, understand, and act on their surroundings to protect their people, business, and reputation in real-time.

We know that the best way to meet our goals is with a diverse team, where everyone’s voice is heard. We’re proud that our company comprises 24 nationalities and we’re always looking to increase the variety of ideas and points of view at Ava.

We founded Ava Cyber in 2016 and Ava Video in 2018 and the two companies merged in 2020 to become a unified security provider with extensive capital investment from Ubon Partners.

About this position

You will work in our IT team to provide 1st line and 2nd line technical support across our global company infrastructure. Your job will consist of managing the infrastructure and related support issues, escalating where necessary to experienced team members.  

Ava is a fast-growing company and the IT team is still small; you will be the second member. We utilise a wide range of open source technologies and Internet based SaaS solutions, such as G-Suite and Zoom, along with infrastructure in AWS and Google Cloud. This provides great scope to learn and develop for an enthusiastic person seeking to broaden their skills and experience in IT, in what is primarily a non-Microsoft environment.

The job requires both hands on work and high-level planning and prioritisation.

At Ava you will:

  • Provide first line support for all employees, acting as the first port of call for all IT requests and incidents
  • Keep employees informed of progress of incidents and requests, advising of possible workarounds and resolutions in a timely manner
  • Identify and investigate IT problems and develop appropriate solutions.
  • Restore normal service operation as quickly as possible, and minimise any adverse effect on business operations, making sure that the best possible levels of service quality and availability are maintained
  • Assist with the setup of equipment and with the on/off-boarding of starters/leavers in line with company process
  • Provide technical support and maintenance for employee services, multi-function devices, telephony equipment and other specialised IT equipment, escalating issues to relevant vendors as needed
  • Administer and maintain user accounts, technical policy and file access control to company standards
  • Gain knowledge and experience through on the job training.

About you

You’re not expected to have all of the following skills, but they will be useful in performing your job. 

We are looking for someone who has:

  • A good understanding of network technologies and protocols including DNS, DHCP, WiFi, Ethernet, IP Routing, Layer 2/Switching/MAC, PKI/SSL/TLS, Packet filtering/Firewalls
  • Experience using and/or installing and supporting any of the following: git (Gitlab), Windows, Linux (we primarily use Ubuntu), Microsoft Office/Office365, Active Directory, G-Suite, AWS, Google Cloud Platform (GCP), VMware/KVM/virtualization, printers
  • Some of the following qualifications: Microsoft Certified: Solutions Associate, AWS Cloud Practitioner, Google Associate Cloud Engineer, Cisco Certified Network Associate, CompTIA A+, CompTIA Network +, CompTIA Security +, CompTIA Linux +, Red Hat Certified System Administrator (RHCSA)
  • Proficiency in English

This role would suit a technical all-rounder with a real passion for learning more in the world of tech and an interest in growing with the company. If you have experience managing and prioritising support cases in a busy environment and the ability to find the answer to a problem with internet searches you may be the person we are looking for!

All experience levels will be considered.

Does this sound like you? We'd love you to apply, even if you don't meet 100% of the requirements and qualifications.

What we offer

  • Attractive salary with possibility for stock options
  • Flexible working hours
  • A remote-friendly organisation, with colleagues working remotely either part or full-time
  • A startup with solid financial backing and long-term horizon
  • Travel opportunities, as we have R&D offices in London & Oslo and Sales offices in the US
  • An international group of colleagues, working on anything from hardware, software, user experience, artificial intelligence, machine learning, audio/video processing, and analytics, mechanical, and industrial design.
  • Visa sponsorship available
  • Newly refurbished and modern offices with disabled access and good transport links at The Charter Building in Uxbridge, London, UK.

Ava is dedicated to encouraging and sustaining a culture of inclusion. We know that we are able to develop and learn better with a diverse group of people. The experiences, ideas, knowledge, self-expression and talent of our employees form our culture and are instrumental in our success.

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to and will not be discriminated against based on age, race, gender, colour, religion, national origin, sexual orientation, gender identity, disability or any other protected category.