Pivotal Software is hiring an

IT Support Concierge

London, United Kingdom

IT Support Engineer

A human being should be able to change a diaper, plan an invasion, butcher a hog, conn a ship, design a building, write a sonnet, balance accounts, build a wall, set a bone, comfort the dying, take orders, give orders, cooperate, act alone, solve equations, analyze a new problem, pitch manure, program a computer, cook a tasty meal, fight efficiently, die gallantly. Specialization is for insects.-Robert A. Heinlein

Pivotal’s Story VIDEO

As a recognised leader in disciplined, agile, and lean software development practices, Pivotal combines the Silicon Valley state of mind, a modern approach, and infrastructure with organisations’ core expertise and values. Our cloud-native platform and suite of data tools drive software innovation for many of the world’s most admired brands, helping enterprises move at start-up speeds and with greater business agility. We optimise for change and teach next-generation developers to create and build new solutions, and we’re committed to open source and open standards.


Our methodology is about evolving, in both development and innovation, and our culture is about empowering. Our 2,000+ employees across offices worldwide subscribe to an ethos of kindness. We make a point to bring empathy to each and every project, and are guided by a purposeful mission—to transform how the world builds software.


Our London office is growing fast and we could use a hand keeping it, and some of the company’s primary systems, running smoothly. Your job will become as big as you make it. The prime directive is: do the right thing, do what works, and be kind. We want you to help us do that.


If it has a MAC address, it’s ours. We keep things working so that everyone else can focus on what they do best. We value personal communication over documentation, time over money, and good enough today over perfect next week. When we want help, we pair and learn. Got it well in hand? Get it done.

We’re an Apple shop, but some people will be on Windows or Linux instead of Macs. If you’ve got background in all three, we’re stoked. If not, we'll teach you. We deal with mobile of every stripe. As few printers as possible. We love Google Apps. We keep as many services hosted as we can. You’ll also have the chance to work with cool stuff like Jamf Pro, Okta’s SSO, and vSphere, but you don’t need to be familiar with those now.

Your Day

Hot breakfast shows up at 8:30am. After we eat, we get together for a chat on what’s happening that day. We all stand up to keep it quick. Once you hit your desk, it’s up to you. What looks important? What do you want to work on alone? What do you want to pair on with one of the other team members? What do you want to kick to someone else? You have a lot of latitude in deciding how to do your job. If you work here, we trust you.


  • Triaging all incoming company tickets including IT tickets
  • Communicating and developing IT policies
  • Setting up new hires, provisioning accounts and access
  • Assisting with asset management and acquisition
  • Leading larger-scale department projects
  • Shaping your own professional development (PD)
  • Designing, maintaining, and developing long-term projects
  • Troubleshooting IT issues, both independently and collaboratively
  • Paired learning and teaching: pairing with peers and cross collaboration, both within IT and other teams in the business
  • Pairing with developers, product managers and designers
  • Helping to keep client data secure
  • Supporting proactively the wider office

Desired Skills / Experiences

  • Technical help desk or equivalent troubleshooting experience, including supporting an Apple environment
  • Demonstrated ability to plan and document projects
  • A focus on end-user satisfaction over technical perfection
  • A people person, empathetic and kind. Soft skills communication, ability to build rapport
  • Strong customer service. Ability to understand an issue, and proactively help clients find solutions and enable clients.
  • Demonstrated ability to communicate at all levels of technical expertise and seniority, inside and outside the organization, both verbally and in writing
  • Strong ability to communicate with multiple stakeholders
  • Organised and detail oriented
  • Strong analytical skills
  • Customer focused and results driven
  • Able to lift and move desktop computers (eg: 15kg boxes)

Pivotal is an equal opportunity employer that will consider all qualified applicants, regardless of race, color, religion, gender, sexual orientation, marital status, gender identity or expression, national origin, genetics, age, disability status, or any other characteristic protected by applicable law.

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