Deskside Support Engineer

Purpose

As part of the IT Infrastructure team, the Deskside Support Engineer provides high‑quality first and second‑line technical support to end‑users across multiple office locations. The role is responsible for the delivery, installation, and maintenance of hardware and software, resolving complex technical issues, and acting as a trusted point of contact for IT‑related queries.

The position also carries accountability for associated IT administration and documentation, ensuring consistency and efficiency across support processes. While primarily based at a main office location, the role requires flexibility to support other offices as business needs demand.

• Deliver first and second line support for the IT infrastructure as a priority, effectively managing demand through helpdesk tickets, telephone support, and on‑site walk‑ups, including:
• Service and change requests
• Incident investigation and resolution
• Execution of scheduled daily, weekly, and monthly operational tasks
• Install, configure, and deploy hardware and software in line with agreed infrastructure standards and best practices
• Troubleshooting and fault reporting of end‑user devices
• Reporting progress to the IT Infrastructure Operations Manager, immediately escalating outages, major delays and other serious issues
• Completing IT administration tasks to the defined standard, including but not limited to user account creation, group amendment, leavers process, and resource allocation
• Assisting and applying operating system updates and patches
• Maintaining and updating the Infrastructure team’s documentation library
• Assist with ensuring that IT security policy and procedures are enforced and staff are aware of their contribution
• Providing out‑of‑hours support cover for application deployments and upgrades, on a rota where required
• Act as an on‑site point of contact for third‑line support teams to assist with the resolution of incidents. This may include performing certain activities at the direction of third line support teams, such as patching, power cycles, replacing drives or any such activity which requires on‑site presence
• Travel to various office locations on an ad‑hoc basis to provide on‑site end‑user support
• Work closely with colleagues to maintain a high‑performing team
• Assist in distributing knowledge amongst members of the Infrastructure team to aid personal development and the improvement of the IT Infrastructure
• Maintain a technical advantage through continual training and personal development
• Understand the business strategy and contribute to the overall goals of the business through infrastructure development, improvement and support

• Excellent PC support skills including a broad knowledge of Windows Client OS, Office 365 Apps and experience of supporting 3rd party desktop applications
• Installing and configuring end‑user devices
• Ability to logically and methodically problem solve IT issues
• Experience with supporting Azure AD ntra
• Experience with supporting and troubleshooting Microsoft 365 and Exchange Online
• Experience with supporting and troubleshooting Microsoft Teams
• Experience with supporting and troubleshooting Intune
• Experience of installing and utilising server and desktop hardware
• Strong customer service skills
• Excellent written and oral communication skills
• Proven track record of delivering to commitments
• Knowledge of industry recognised IT and support practices
• An understanding of IT infrastructure technologies. Including DNS, DHCP, routing, TCP/IP

• Microsoft certifications in relation to M365, Intune, Entra  zure are a distinct advantage.