IT Helpdesk Engineer (Fixed Term)

Location: Hybrid - South-West based – with 1 day per week in our Exeter Office

Contract: 12-month Fixed Term

Salary: £27,000 – £32,000 per annum (depending on experience)

Reports to: IT Operations Manager

About Us:

Brain in Hand is the coaching platform that helps autistic and ADHD people achieve more at work, in education and life. Our app takes coaching beyond scheduled sessions into everyday moments, delivering personalised support and real human guidance on-demand 24/7 – exactly when it’s needed most. For organisations, it means you can offer all the actionable support that neurodivergent people need. For individuals, we build confidence and independence through practical tools. With over half our team being neurodivergent, we don’t just understand the journey, we’re on it with you. Grounded in research and empowering over 25,000 users, Brain in Hand is your expert neurodiversity partner.

About you:

You’re a proactive and people-focused IT professional who enjoys solving problems and helping others. You’ll bring hands-on experience in providing first-line support for a range of devices, operating systems, and cloud-based tools. You’re curious, organised, and eager to grow your technical knowledge in a purpose-driven organisation.

What you’ll be doing:

Reporting to the IT Operations Manager, you’ll be the first point of contact for colleagues needing technical support. You’ll manage helpdesk tickets, troubleshoot and resolve issues across Windows, macOS, and mobile devices, and ensure a smooth onboarding and offboarding experience for all users.

Working collaboratively with the wider IT Operations team, you’ll help maintain and improve our cloud-first environment, support M365 and Azure administration, and contribute to building efficient, secure, and user-friendly IT systems.

Your responsibilities:

• Act as the first point of contact for IT support requests.

• Provide timely, customer-focused support for both Windows and macOS users.

• Support and troubleshoot mobile devices (Android & iOS).

• Diagnose and resolve issues with hardware, software, connectivity, and M365 applications.

• Manage and update tickets in our IT service desk system.

• Use remote assistance software to support colleagues across the business.

• Coordinate the IT leavers and joiners process.

• Support user account and license management in M365 and Azure AD.

• Assist with device management and compliance via Intune.

• Apply and promote IT security best practices.

• Escalate complex issues to the Ops Engineer and collaborate on resolutions.

• Document solutions and contribute to the IT Knowledge Base.

• Identify recurring issues and suggest improvements to processes and systems.

What you’ll bring to Brain in Hand:

We’d love someone to come on board who brings these skills and experiences to complement our talented team:

• Excellent customer service and communication skills.

• A proactive, empathetic, and collaborative mindset.

• Minimum 2 years’ experience in an IT support/helpdesk role.

• Strong troubleshooting skills with Windows and exposure to macOS.

• Experience supporting Android and iOS mobile devices.

• Practical experience supporting M365 applications.

• Familiarity with ticket management tools (e.g., Freshdesk, HubSpot, Zendesk, or Jira).

• Familiarity with remote support tools (e.g., Zoho Assist, TeamViewer, AnyDesk).

• Understanding of Azure Entra ID and Intune (or willingness to learn).

• Awareness of IT security best practices.

• Comfortable working remotely with minimal supervision.

What success looks like in this role:

• High levels of colleague satisfaction with IT support.

• Tickets resolved within agreed SLAs.

• Clear and well-documented processes in place for device management, onboarding, and offboarding.

• Effective collaboration with the wider IT Operations team to maintain service reliability and security.

• Continuous learning and contribution to improving IT service quality.

What you can expect:

We’re scaling fast, we work at pace and we work hard. We actively support our colleagues to relish the pace, challenge and ambition of Brain in Hand, so you can expect:

• A 9-day working fortnight, with every 2nd Friday focussed on you, for you, to do what you need to support your well-being.

• Private Medical insurance

• A values driven, supportive and collaborative team culture.

• Opportunity to shape the future of Brain in Hand through regular colleague consultation and feedback.

• A competitive salary and pension.

• 33 days leave annually (incl. bank holidays).

• Support for professional and personal development.

• Involvement in various internal groups and events like ‘Brew Mondays’ and our employee support groups.

Where you’ll work:

We trust our teams to work remotely, from anywhere in the UK. That said, the IT Support team is based in the South West and meet regularly in the Head office in Exeter to collaborate and support one another so you will need to be in reasonable commuting distance. There might be times when you’ll need to travel to other UK locations for meetings or events but these will be planned ahead of time.

How to apply:

Please click 'apply now'. We welcome and celebrate people from diverse background. We value your personal principals and cultural fit within our teams. If you think you’re right for a role but you’re worried about lacking some experience or skills, we still want to hear from you.

We look carefully at all applications to find the right candidate. Our teams are diverse in age, gender, nationality, religion and beliefs, and we strongly support neurodiversity in our teams. We’re also a disability confident employer so if you need reasonable adjustments to apply and attend interview, we’ll make those as required. We look forward to receiving your application.