IT Support Engineer

The Role

We are seeking a highly capable and proactive IT Support Engineer to join our Kendall Square, Cambridge, MA team, reporting into the Head of Platform. This role is full-time and based on-site at our office and labs. You will be the first port of call for all things IT: logging and resolving tickets, managing our device fleet and user accounts, keeping the office running smoothly, and liaising with vendors and third-party consultants. You'll have real ownership from day one, helping us build the IT foundations our growing team depends on.

You will work alongside leading scientists, bioinformaticians and ML engineers, supporting a team that is designing a new generation of medicines with AI.

Key Responsibilities

• Own the troubleshooting and remediation of IT issues: triage, resolve and track all user requests and incidents
• Provide end-user support across macOS, Windows and iOS, covering hardware, software, access and connectivity
• Run employee onboarding and offboarding: account provisioning and deprovisioning, device setup, recovery and asset management
• Manage the device fleet via MDM: enrolment, configuration, policy deployment and patching
• Administer accounts and access (IAM) across Google Workspace, AWS and our SaaS tools, including user lifecycle, groups and permissions
• Configure and maintain SSO integrations for our SaaS stack
• Keep office IT running: printers, meeting rooms, AV and general workplace technology
• Maintain IT documentation and knowledge base articles

Required Skills and Experience

• Hands-on experience in an IT support or system administration role, ideally in a startup or scale-up
• Confident supporting macOS, Windows and iOS environments
• Experience with MDM tooling, Google Workspace administration, and configuring SSO/SAML for SaaS applications
• Familiarity with AWS IAM or similar cloud access management
• Organised and self-directed, comfortable owning a ticket queue and prioritising in a fast-moving environment
• A clear communicator who enjoys helping people, including non-technical colleagues
• An interest in learning more about biotechnology and what we do
• Fluency in English

Advantageous Skills and Experience

• Industry Domain Knowledge: Experience in the life sciences, biotech, or other R&D-intensive industries. Understanding of domains like genomics, bioinformatics, or drug discovery can help you better support our teams (though it's not a strict requirement).
• Adaptability: Comfortable with ambiguity and rapid change. Our environment evolves quickly – you should thrive in a dynamic setting and be flexible in adjusting plans, while maintaining a positive, can-do attitude.
• Proactive Problem-Solving: A proactive, resourceful mindset. You spot inefficiencies or emerging issues and take initiative to rally the right people to resolve them before they escalate.