IT Support Specialist

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About the Opportunity

The company is building AI to simulate the world through merging art and science.

The organization believes that world models are at the frontier of progress in artificial intelligence. Language models alone won’t solve the world’s hardest problems – robotics, disease, scientific discovery. Real progress requires models that experience the world and learn from their mistakes, the same way that humans do. And this kind of trial and error can be massively accelerated when done in simulation, rather than in the real world.

World models offer the most clear path to general-purpose simulation, changing how stories are told, how scientific progress is made and how the next frontiers of humanity are reached.

The team consists of creative, open minded, caring and ambitious people who are determined to change the world. The organization aspires to continuously build impossible things and its ability to do so relies on building an incredible team. If you are driven to do the same, the organization would love to hear from you.

About the role

This role is open to hiring remote across EMEA — with a preference for someone near the office in London.

The organization is looking for someone to join its IT team and take ownership of day-to-day technical support for a globally distributed company. This individual would report to the Head of IT/Security and be the first point of contact for employees with requests, device issues, and account problems.

This role will own the fundamentals from day one: handling tickets, provisioning laptops, running on-boarding, and keeping the SaaS stack in order. However, as this is a small team at a fast-growing AI company, the scope grows quickly. The individual will get pulled into real projects sooner than expected, across security, infrastructure, and automation. How far this role progresses depends on the individual's strengths and interests.

This role also represents the start of the IT presence internationally. Most of the company sits in North America today, and this individual would be the first IT hire outside it, extending support coverage to new time-zones and helping lay the groundwork as the organization grows globally.

Key Responsibilities

• Handle help-desk tickets: Triage and resolve employee requests — password resets, access provisioning, Slack/Google Workspace/Zoom troubleshooting, and general "my thing is broken" support
• Manage the device lifecycle: Procure, provision, configure, and ship laptops for new hires. Handle off-boarding wipes and returns. Keep the asset inventory accurate.
• Run on-boarding and off-boarding: Create accounts, apply security profiles, draft welcome communications, and make sure new employees have everything before day one
• Administer Google Workspace: Manage users, groups, aliases, and license assignments. This will involve using both the admin console and CLI tools regularly.
• Support endpoint compliance: Work with device trust tooling to keep employee machines meeting security policies, and follow up when they don't
• Deploy and enforce security policies: Help roll out and maintain endpoint security configurations, access controls, and compliance requirements across the fleet
• Manage corporate software: Handle seat assignments, renewals, license optimization, and access reviews across the SaaS stack
• Support office networking and AV: Help maintain networking equipment, conference room setups, and office technology across physical locations as needed

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• Train and enable employees: Deliver lightweight technical guidance and training on IT systems, both for new hires and for ongoing support (written guides, short walkthroughs, occasional screen shares)
• Write things down: Maintain run-books, knowledge base articles, and process docs. If something is fixed, document how.

Where this role can grow

The organization does not expect this role to stay in a pure helpdesk lane. The SOC2 program has ongoing evidence collection and device trust work to pick up, and there's security policy work that needs someone to own the rollout and enforcement side.

On the infrastructure side, cloud resources are managed through infrastructure-as-code, and there's room to contribute once comfortable. The organization also automates a lot (scripting, CI/CD pipelines) and there's no shortage of manual process waiting to be turned into a workflow.

Over time, this role could lead IT projects around endpoint management, security improvements, and internal tooling rather than just executing on them.

Required Qualifications

• Some form of IT support experience. This could be a help-desk role, an internal support function, or simply being the person everyone came to when something broke. The title matters less than the experience.
• Comfort with macOS. The user endpoint fleet is mostly Mac. The individual should be able to troubleshoot system issues, manage profiles, and work in the terminal without hand-holding.
• Familiarity with Google Workspace administration, or the confidence to pick it up fast. CLI admin tooling experience is a plus.
• A working understanding of networking fundamentals: DNS, DHCP, LAN/WAN basics, and how traffic moves. The individual doesn't need to be a network engineer, but should not be lost when a connectivity issue arises.
• Basic understanding of cybersecurity principles. The individual should know what endpoint security, encryption, and access controls are, and why they matter, even if they haven't built policies from scratch.
• Strong written communication. This is a remote role and coordination happens in Slack and Notion. If communication isn't clear, the timezone gap makes everything harder.
• Self-direction. There's separation between this role and the rest of the IT team for part of the day. The individual needs to be someone who sees what needs doing and does it.
• Curiosity about how systems work. Perhaps the individual has run a homelab, automated something tedious with a script, or set up a Pi. The organization cares more about the impulse than the resume line.

Preferred Qualifications

• Experience with MDM platforms (any of the major ones)
• Any exposure to cloud infrastructure (AWS, GCP, etc) and infrastructure-as-code concepts
• Scripting in Python, Bash, or JavaScript
• Familiarity with zero-trust networking concepts and tools

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• Background in compliance frameworks (SOC2, ISO 27001)
• Exposure to international IT regulations or data privacy requirements (GDPR, etc.)

The organization strives to recruit and retain exceptional talent from diverse backgrounds while ensuring pay equity for its team. Salary ranges are based on competitive market rates for the organization's size, stage, and industry, and salary is just one part of the overall compensation package provided.

Many factors go into salary determinations, including relevant experience, skill level and qualifications assessed during the interview process, and maintaining internal equity with peers on the team. The range shared below is a general expectation for the function as posted, but the organization is also open to considering candidates who may be more or less experienced than outlined in the job description. In this case, any updates in the expected salary range will be communicated.

Lastly, the provided range is the expected salary for candidates in the U.S. Outside of those regions, there may be a change in the range, which again, will be communicated to candidates.

Working at the Organization

Great things come from great teams. The organization would love to hear from you.

The organization is committed to creating a space where its employees can bring their full selves to work and have equal opportunity to succeed. So regardless of race, gender identity or expression, sexual orientation, religion, origin, ability, age, veteran status, if joining this mission speaks to you, the organization encourages you to apply.

More about the organization's work:

• Universal World Simulator
• GWM-1
• Gen-4.5
• General World Models
• Robotics SDK
• Conversational Real-time Agents
• Studios

The organization is excited to be recognized as a best place to work.

The hiring company is an equal opportunity employer committed to building a diverse and inclusive team.