IT Support Analyst

Multiverse is the upskilling platform for AI and Tech adoption.

We have partnered with 1,500+ companies to deliver a new kind of learning that's transforming today’s workforce.

Our upskilling apprenticeships are designed for people of any age and career stage to build critical AI, data, and tech skills. Our learners have driven $2bn+ ROI for their employers, using the skills they’ve learned to improve productivity and measurable performance.

In June 2022, we announced a $220 million Series D funding round co-led by StepStone Group, Lightspeed Venture Partners and General Catalyst. With a post-money valuation of $1.7bn, the round makes us the UK’s first EdTech unicorn.

But we aren’t stopping there. With a strong operational footprint and 800+ employees, we have ambitious plans to continue scaling. We’re building a world where tech skills unlock people’s potential and output.

Join Multiverse and power our mission to equip the workforce to win in the AI era.

About This Role

Technology is the backbone of our organisation, and in this business-critical role, you'll be at the heart of it. You will provide strategic IT support to our team of nearly 1000 employees, ensuring they have the secure and powerful tools they need to succeed.

What sets us apart? We've automated the routine work. This means you can focus on what truly matters: delivering high-impact projects, solving complex challenges, and accelerating your own professional development.

Key Responsibilities

Employee Support & Strategic Work

• Provide strategic IT support to 1000 internal employees, focusing on complex escalated issues

• Collaborate on IT infrastructure projects, system implementations, and technology rollouts

• Participate in process improvement initiatives that enhance employee experience

• Research and evaluate new technologies for enterprise-scale deployment

Professional Development & Process Enhancement

• Shadow senior team members to develop advanced skills in automation and system administration

• Maintain and improve IT documentation, procedures, and knowledge base

• Develop user training materials and conduct education sessions

• Work with departments across the business on technology requirements

Requirements

Essential:

• 1-2 years IT support experience

• Strong Windows/Mac knowledge

• Excellent problem-solving skills

• Customer service approach

• Eagerness to learn & develop

• Strong understanding of generative AI tools & AI automation

Preferred:

• IT degree or equivalent

• Cloud services experience (Google Workspace, Office 365)

• Basic scripting knowledge

• IT certifications

• Exposure to strategic projects across cross-functional teams

• Ability to demonstrate impact in building strong process improvements that had value with scale and efficiency (using automation and tech tools)
  

How we hire

Benefits

• Time off - 27 days holiday, plus 7 additional days off: 1 life event day, 2 volunteer days and 2 company-wide wellbeing days and 8 bank holidays per year

• Health & Wellness- private medical Insurance with Bupa, a medical cashback scheme, life insurance, gym membership & wellness resources through Gympass and access to Spill - all in one mental health support

• Hybrid work offering - with 3 days in our Paddington office and the opportunity to take part in our work-from-anywhere scheme 10 days per year

• Team fun - weekly socials, company-wide events and office snacks

Our commitment to Diversity, Equity and Inclusion

We’re an equal opportunities employer. And proud of it. Every applicant and employee is afforded the same opportunities regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. This will never change. Read our Equality, Diversity & Inclusion policy here.

Right to Work

Do you have the right to work in the UK? Unfortunately, at this time we cannot offer sponsorship for this role and we cannot consider overseas applications.

Safeguarding

All posts in Multiverse involve some degree of responsibility for safeguarding. Successful applicants are required to complete a Disclosure Form from the Disclosure and Barring Service ("DBS") for the position. Failure to declare any convictions (that are not subject to DBS filtering) may disqualify a candidate for appointment or result in summary dismissal if the discrepancy comes to light subsequently.