Job Description

Job Title: IT Specialist (EMEA & Global Support)

Location: London, UK (In-office required)

Level: Mid-Level

Region/Scope: EMEA (with global support responsibilities)

About CloudBees

CloudBees helps organizations build, run, and govern software factories, giving enterprises the confidence to ship software better, faster, and safer.

Writing code is no longer the bottleneck. Governing what reaches production and validating its impact is. As enterprises adopt agentic coding, software is created faster than most teams can review, secure, and validate. Without consistent governance, organizations risk shipping code they cannot explain, audit, or trust.

CloudBees addresses this challenge without asking teams to replace the tools they already use. Across every toolchain a customer runs, CloudBees makes each change, human or AI, visible, auditable, and accountable before it reaches production. CloudBees Unify is the product behind this: a governance layer, with context and control-plane capabilities, that enforces consistent policy and evidence across every tool, team, and workflow.

Founded in 2010, CloudBees is backed by Goldman Sachs, Morgan Stanley, Bridgepoint Capital, HSBC, Golub Capital, Delta-v Capital, Matrix Partners, and Lightspeed Venture Partners.

Visit us at www.cloudbees.com.

Requirements

Role Overview:

We are looking for a proactive, high-agency, customer-focused IT Specialist to join our London office. This hands-on role combines physical hardware and device lifecycle management across EMEA with technical support for our global user base.

You will manage the entire lifecycle of company hardware, administer our core SaaS and identity stack, and ensure a seamless technology experience for remote and office-based employees.

What You’ll Do:

Global IT Helpdesk & Support Services

• Triage & Escalation: Monitor, triage, and resolve helpdesk requests in Jira Service Management, Slack channels, and emails.
• SLA & Customer Service: Ensure timely acknowledgments and updates within defined SLAs, delivering high-touch customer support to end-users worldwide.
• Technical Troubleshooting: Identify, reproduce, and resolve OS, connectivity, application, and endpoint issues on macOS, Windows, and Linux devices.
• Cross-Functional Collaboration: Assist Workplace, Engineering Operations, HR, and Security teams with office moves, A/V setups, corporate communication initiatives, and security enforcement.

SaaS & Identity Administration

• User Lifecycle Management: Provision, audit, and de-provision user accounts and application access in accordance with onboarding/offboarding policies.
• Stack Administration: Perform daily administrative support for Google Workspace (groups, channels, email), Slack (workspace setup, channels), Atlassian (Jira/Confluence spaces), Okta, JumpCloud, and CrowdStrike Endpoint.
• Security & Compliance: Enforce security policies, promote security best practices, and support GDPR compliance and data privacy standards across EMEA.

Documentation & Continuous Improvement

• Knowledge Management: Document support activities, technical specs, and troubleshooting procedures in Confluence.
• User Education & Training: Create clear user guides and run training sessions to help non-technical staff adopt IT tools, self-serve common issues, and follow security protocols.

Device Lifecycle & Hardware Operations

• Procurement & Provisioning: Prepare, configure, store, and deploy new and replacement Mac and Windows laptops to local and remote EMEA personnel using zero-touch automated workflows.
• Logistics & Inventory: Inventory new and returned hardware; manage international shipping, customs documentation, and retrievals across EMEA via major carriers (DHL, FedEx, UPS) or global IT logistics platforms.
• Reconditioning & ITAD: Receive, inspect, troubleshoot, and recondition used computers for re-use or certified e-waste disposal/sanitisation
• Physical Logistics: Handle physical handling and movement of equipment (ability to lift up to 30 lbs).

Qualifications:

Prior experience providing technical customer support or demonstrating a technical and customer-centric attitude. Prior experience in the administration of Google Suite, Slack, Atlassian, and JumpCloud MDM.

Professional Background

• Experience: 5+ years of relevant experience in a Helpdesk, Desktop Support, or System Administration role.
• OS & Hardware Support: Hands-on experience supporting and troubleshooting macOS and Windows environments.
• SaaS Stack Administration: Practical experience administering Google Workspace, Slack, Atlassian (Jira/Confluence), Okta, JumpCloud, and CrowdStrike Endpoint.
• Shipping & Logistics: Proven ability to manage hardware inventory and handle cross-border shipping/receiving via international carriers.
• Security & Compliance: Solid understanding of information security best practices and GDPR compliance requirements within EMEA.
• Communication & Mindset: Excellent verbal and written communication skills with a strong customer-service attitude and collaborative spirit.
• Logistical Capability: Able to lift up to 30 lbs for inventory handling and logistics.
• Availability: Flexibility to participate in an on-call rotation and work during holidays as operational needs require.

Skills & Preferred Qualifications:

• Education & Certifications:
• Bachelor’s degree in Computer Information Systems, Information Technology, or related field (or equivalent practical experience).
• Preferred Certifications: CompTIA A+, Okta Certified Administrator, JumpCloud Core/Advanced Certification, Google Workspace Administrator, or Atlassian Certified Associate.
• Core IT Fundamentals: Broad computer aptitude and working knowledge of desktop OS (macOS/Windows), business software ecosystems, and network infrastructure.
• AI-Assisted Operations: Proficiency in leveraging AI tools for IT support—such as AI-driven ticket summarization, automated troubleshooting scripts, and helping users adopt AI-driven workplace workflows (e.g., Google Gemini, Slack AI, Atlassian Intelligence).
• Declarative & Automated Device Management: Understanding of modern zero-touch deployment (Apple Business Manager, Autopilot) and automated compliance policies within JumpCloud/MDM platforms.
• Scripting & Automation: Experience or familiarity with scripting languages (Python, Google Apps Script, Bash, PowerShell) to automate repetitive IT workflows.

Why Join Us

• Be part of opening a brand-new office. Real ownership from day one, and the chance to shape how the space works.
• Broad exposure across facilities, events, HR, and marketing. A genuine launchpad for your career.
• A global, collaborative team that lives by our values: Better Together, Entrepreneurs at Heart, Exceed Expectations, Serve with Passion.
• Support for your headspace — literally. A company-sponsored Headspace account and a fully funded global Employee Assistance Programme, so support is there when you need it.
• A home office that works. A monthly stipend toward your home setup, alongside the chance to work with your peers in the office.
• Upside when we win. Share in our success with a performance-based bonus plan aligned with both your personal achievements and company milestones.
• People who sweat the craft. A team that takes its work seriously and invests in each other's growth.
• 28 vacation days, plus public holidays and floating days, giving you a minimum of 38 paid days off per year. If your country has fewer than 10 public holidays annually, we'll top up the difference with floating days.
• 2 paid "Bee-Giving" volunteer days each year to support a cause that matters to you.
• Comprehensive medical insurance with dental coverage for you, plus a contribution toward coverage for your dependants.
• Group Life Insurance and Income Protection for added peace of mind.
• Employer pension matching to help you build your financial future.
• Equity options, giving you the opportunity to share in the company's long-term success and growth.
• Recognition and rewards programmes, where you can earn points and redeem them for rewards and company swag.

Equal Opportunity Statement

CloudBees is committed to providing equal opportunities in employment. We value diversity and inclusion and make decisions based on skills, qualifications, and experience. We do not discriminate on the basis of age, disability, gender identity, marital or civil status, pregnancy, maternity, race, religion or belief, sex, or sexual orientation, in accordance with applicable laws.

Data Protection Statement

All personal data collected during the recruitment process will be processed in line with CloudBees’s Privacy Policy and applicable data protection legislation, including the EU General Data Protection Regulation (GDPR).

Disclaimer

This job description provides an overview of the role and key responsibilities. It is not an exhaustive list, and responsibilities may evolve in line with business needs.