IT Support Engineer

Street addresses weren’t designed for 2025. They aren’t accurate enough to specify building entrances, and they don’t exist for parks, rural areas and many parts of the world. This makes it hard to find places and causes problems and inefficiencies on a global scale.

That’s why we created what3words. We divided the world into 3m squares and gave each square a unique combination of three words. It’s the easiest way to find and share precise locations.

Over the last year, what3words has been used in 193 countries, and our monthly active users continue to grow at an impressive pace. Our tech is used by emergency services, delivery companies, eCommerce businesses, ride-hailing apps and NGOs, and is integrated into the navigation systems of millions of cars around the world.

Who we’re looking for

We’re looking for and experienced IT Support Engineer to join our centrally located team in Ulaanbataar, Mongolia. You will have good attention to detail as well as the ability to multi-task, as conflicting priorities arise.

You’ll be reporting to the Head of IT who is based in London, UK, providing a range of technical support functions for the team locally in UB and internationally across our global offices.

We always give more responsibilities to talented individuals as soon as we can: we’d expect the right person to see this as an opportunity to learn quickly and gain wide-ranging experience with a view to rapid professional development.

Key Responsibilities:

• Providing proactive and reactive Tier 1 & 2 technical support for the UB team (and internationally as required) across hardware (desktops, laptops, peripherals, A/V), software (OS, applications, SaaS), and network systems. This includes first-line assistance for team-utilised AI tools and platforms.

• We use a variety of different OS e.g. Windows 10, macOS and Linux. You must be able to troubleshoot and be comfortable using all of these platforms.

• Ensuring the office technical infrastructure (printers, routers, meeting room a/v etc.) is functioning well, and preventing/anticipating/fixing any problems.

• Managing IT assets using company asset management software, including inventory tracking, procurement recommendations, and lifecycle management.

• Administering and securing the internal network, including managing firewalls, switches, and wireless access points; implementing VLANs and other security enhancements as the company grows.

• Evaluating and recommending SaaS applications based on team needs; managing user access and configurations for approved SaaS platforms.

• Administering and configuring platforms such as Google Apps, Salesforce, Microsoft Office, Dropbox, Slack etc.

• Responding to technical internal support enquiries via helpdesk, email, and chat; identifying and escalating complex issues or feedback that indicates broader opportunities or problems to the IT Manager.

• Providing support (e.g. for testing/documentation/systems administration) as required for the engineering and product teams..

• Championing AI tool adoption within the UB team by providing guidance, basic user training, and first-level support for approved AI applications and platforms.

• Implementing and upholding IT security best practices, including endpoint security management (potentially AI-enhanced ), promoting security awareness, and assisting in incident response.

You will have:

• A keen interest in modern technologies.

• Have commercial experience working in an office environment already.

• Willing to learn anything and excel in areas you are not so comfortable in.

• Go above and beyond to make sure everyone is able to work to the best of their ability without having “Technical Difficulties” slow them down.

• A sharp mind with the academic or work history to prove it.

• Able to build/replace parts in desktops used in the company.

• Exceptional written and verbal communications with the ability of capturing complex concepts and conveying them in simple, meaningful language.

• Fluent in English

• Impeccable attention to detail.

• A “can-do” attitude; able to work at pace and turn your hand to new things.

Extra Credit if you:

• Have experience configuring networks

• Experience using Linux

• An interest in or some commercial experience in InfoSec or IT Security

• Experience using SaaS onboarding, MDM & automation

• Have an existing interest in GIS/Mapping

• Have completed certifications for I.T related courses

• Experience in supporting users with, or assisting in the implementation of, AI-driven support solutions (e.g., intelligent chatbots, AI-powered knowledge bases, predictive analytics for IT support).

The role is based in our centrally located UB office. While you can work from the office five days a week if preferred, our IT Support team can choose to work up to two days a week from home. We also offer a six-week remote-work allowance; for up to six weeks a year, you can work from anywhere in the world (as long as you’ve got great WiFi and are happy to work with your main office timezone).

Equality, diversity and inclusion at what3words

Our mission is to help everyone talk about everywhere, and we believe diverse perspectives make for a better company and better products too. We strongly encourage applications from underrepresented groups and are committed to diversity, equity and inclusion in our hiring processes and company culture.

Benefits:
We offer the following benefits to all permanent employees of what3words:

- Salary up to $1200 / month

- 6 week remote working (work from anywhere) policy

- 25 days holiday: plus the option to buy more!

- Share options

- Private health insurance

- Annual health assessment

- Wellbeing Days

- Generous parental leave policies

- Family friendly policies

- Employee Assistance Programme (EAP)

- Birthday perks

- Lunch & learn sessions

- Office perks; snacks, regular team lunches and socials

- Sports and hobbies clubs