IT Support Engineer

About the role

Thought Machine is on a mission to properly and permanently rid the world's banks of legacy technology, and to achieve this ambition, the company has built the foundations of modern banking through core and payments technology that run natively in the cloud. This work is inherently difficult, which means the organization requires great people working together to build great technology that is reliable and robust. The company has experienced rapid scaling over recent years, growing its team to more than 550 individuals across a global network of offices in London, New York, Singapore, Sydney, and its newly established Engineering Hub in Lisbon. As a certified B Corp recognized for outstanding workplace culture, Thought Machine offers a highly competitive employee share package and has been named a UK Best Employer for 2026. This role represents a pivotal opportunity to join a high-growth fintech innovator and establish the IT foundation for a new office in a dynamic European hub. You will be the foundational IT hire in Lisbon, owning the end-to-end user experience for internal support in a brand-new environment.

Key facts

What you'll do

You will provide internal in-person support for Thought Machine employees in Lisbon, while also extending your expertise to remote support for colleagues in international offices, ensuring a consistent and high-quality user experience across all locations. You will take ownership of the entire hardware lifecycle by provisioning and deploying devices for new and existing employees, from initial setup to final deprovisioning. You will manage the IT hardware stock with precision, maintaining accurate records and ensuring efficient provisioning and deprovisioning of equipment to meet organizational demands. You will contribute directly to infrastructure improvements by collaborating with wider department members on operating system management, configuration updates, systems integration, and network upgrades. You will apply your scripting and tool development skills to automate repetitive tasks and enhance the efficiency of IT operations across the support team. You will be responsible for checking and maintaining meeting room and other office IT equipment to guarantee seamless daily operations for all employees. You will support internal and external events, providing technical assistance for both employees and external visitors to ensure smooth execution of Thought Machine activities. You will partner closely with other members of the global IT team to provide seamless, high-touch support that aligns with the company's standards and values. You will champion continuous improvement within the Lisbon office, proactively identifying areas where technology, processes, or user experience can be enhanced.

Requirements

You must possess 3-5 Years of relevant professional experience in a comparable technical support environment. You have hands-on experience with Linux and Mac OS operating systems, including configuration, troubleshooting, and optimization in real-world scenarios. You demonstrate strong ability in troubleshooting both hardware and software issues, applying systematic diagnostic methods to resolve complex problems. You have a solid understanding of networking concepts, including protocols, connectivity, and network security fundamentals essential for diagnosing infrastructure issues. You have excellent command of written and spoken English, enabling clear communication with colleagues across diverse locations and cultures. You are capable of managing multiple priorities in a fast-paced environment while maintaining attention to detail and accuracy in your work. You approach problems with logical thinking and analytical reasoning, applying structured methods to evaluate potential solutions. You are committed to following established procedures while also identifying opportunities for process optimization and efficiency gains. You can work effectively both independently and as part of a global team, aligning your efforts with broader organizational objectives.

Nice to have

You bring experience in delivering technical support at executive level, handling complex issues with professionalism and discretion. You have a background in customer-facing roles, where you have successfully managed relationships and resolved challenging inquiries. You are familiar with Mobile Device Management systems like JAMF Pro, understanding how to deploy and manage devices at scale. You have practical experience with network troubleshooting, including diagnostics, monitoring, and resolution of connectivity issues. You have audio visual experience, preferably with Google Meet platforms and related conferencing technologies. You understand Google Workspace applications and administration, including email, collaboration tools, and security settings. You have scripting proficiency in Bash, Python, or Golang, using code to solve operational problems and automate workflows. You have experience with infrastructure-as-code practices, applying code principles to manage and provision IT environments. You have hands-on experience with hardware or software procurement and inventory management, ensuring optimal resource allocation.

Practical notes

This is a full-time, permanent position based in the Lisbon office, requiring four days a week onsite. The role involves a hybrid work model that balances in-person collaboration with remote effectiveness. Travel requirements are limited to the specified onsite schedule, with no additional business travel mandated for this position. There are no specific visa sponsorship details outlined in the current hiring information. The start date is not specified, allowing for flexibility based on candidate availability and organizational needs.