Role Overview

The Desktop Support Engineer / Desktop Technician is responsible for providing high-quality onsite and remote technical support to end users within an enterprise IT environment.

The role provides day-to-day support for desktop computers, laptops, mobile devices, operating systems, business applications, printers, collaboration tools, video conferencing systems, network connectivity and remote-access technologies.

The engineer will receive and respond to support requests through telephone calls, email, service tickets and dispatched onsite requests. Responsibilities include diagnosing and resolving hardware, software and application issues, documenting troubleshooting activities, escalating incidents where appropriate, and ensuring that all requests are progressed and resolved within agreed Service Level Agreements (SLAs).

The successful candidate will act as an important interface between the customer, Service Desk and specialist resolver teams. The role requires strong technical capability, professional customer engagement, clear communication, personal accountability and a strong focus on customer satisfaction.

Where required, the engineer will also provide Tech Bar and concierge-style support, ensuring users receive a professional, friendly and efficient end-to-end support experience.

Key Responsibilities

Duties shall include, but are not limited to:

Provide daily onsite and remote desktop and end-user technical support.
Diagnose, troubleshoot and resolve desktop, laptop, printer, peripheral, operating system, software and application issues.
Respond to telephone calls, emails, service tickets and dispatched technical-support requests.
Record, classify, update and resolve incidents and service requests accurately within the approved IT Service Management/ticketing system.
Document troubleshooting activities, actions taken, resolutions, workarounds and relevant technical evidence.
Track incidents and service requests through to resolution, ensuring agreed SLA targets are achieved.
Communicate progress, expected resolution times and service-impact information clearly to users.
Escalate unresolved or complex incidents to appropriate resolver groups while maintaining ownership and coordinating progress.
Act as a primary customer-facing interface for desktop and end-user support issues.
Liaise with Service Desk, Network, Infrastructure, Data Centre, Security, Application and other resolver teams where required.
Install, configure, maintain, repair and upgrade desktop equipment, laptops, peripherals and associated infrastructure.
Build, configure and deploy PCs and laptops in accordance with approved organisational standards.
Install, configure and troubleshoot approved operating systems and business applications.
Support Microsoft Windows desktop environments, particularly Windows 11.
Provide macOS/OS X support where required.
Support Microsoft Office/Microsoft 365 applications and related productivity tools.
Troubleshoot approved application and software-installation issues.
Provide support for mobile devices, including iPhone, iPad and Android devices.
Support Mobile Device Management (MDM) and Mobile Application Management (MAM) environments.
Support desktop and network printers and associated end-user printing issues.
Provide support for collaboration and unified communications technologies.
Assist users with video conferencing and meeting-room technology.
Perform basic audio-visual troubleshooting and provide AV "hands and eyes" support to remote technical teams.
Provide network "hands and eyes" support under the direction of Network or Infrastructure teams.
Troubleshoot LAN, Wi-Fi, VPN and remote-access connectivity issues within the authorised scope of support.
Support remote-access technologies including Microsoft Remote Desktop, Apple Remote Desktop, VNC or equivalent approved tools.
Perform diagnostic testing to identify and isolate hardware, operating system, application and connectivity faults.
Undertake proactive checks and preventative support activities where required.
Troubleshoot and remediate approved malware, virus and spyware incidents in accordance with organisational security procedures.
Carry out PC hardware diagnosis and repair.
Replace approved hardware components and peripherals where necessary.
Support equipment installation, moves, additions and changes.
Identify recurring technical issues and contribute to Root Cause Analysis (RCA) and problem-management activities.
Contribute technical information to knowledge articles, troubleshooting guides and known-error documentation.
Ensure support activity complies with applicable IT security, data-protection, confidentiality and acceptable-use requirements.
Maintain appropriate asset and configuration records when equipment is deployed, replaced, repaired or relocated.
Work collaboratively with supervisors, managers and other IT teams to maintain consistent IT operations.
Maintain a high level of customer satisfaction throughout the support lifecycle.

Tech Bar and Concierge Support

Where Tech Bar or walk-up support is provided, the engineer will:

Deliver a professional and friendly meet-and-greet experience.
Understand and accurately identify the user's technical issue or request.
Set clear expectations regarding troubleshooting, resolution and escalation.
Manage the customer's interaction throughout the complete Tech Bar experience.
Provide accurate information regarding supported IT products and services.
Resolve eligible issues immediately wherever practical.
Escalate complex issues to the appropriate resolver team while maintaining appropriate communication with the user.
Maintain a professional, organised and customer-focused support environment.

Technical Scope

The engineer should have practical experience supporting technologies including:

Windows 10 and Windows 11.
MacOS/OS X experience is desirable.
Desktop PCs and laptops.
PC hardware builds, configuration and repair.
Microsoft Office/Microsoft 365 applications.
Software installation and troubleshooting.
Desktop and network printers.
End-user peripherals.
iOS, iPhone and iPad devices.
Android mobile devices.
Mobile Device Management (MDM).
Mobile Application Management (MAM).
Remote Desktop technologies.
Microsoft Remote Desktop.
Apple Remote Desktop.
VNC or comparable remote-support solutions.
Video conferencing and collaboration technologies.
AV equipment and meeting-room technology.
Basic networking and connectivity troubleshooting.
Wi-Fi, LAN, VPN and remote-access support.
Malware, virus and spyware troubleshooting using authorised tools.
IT Service Management and ticketing systems.
Incident, request, escalation and SLA management.
Root Cause Analysis and technical troubleshooting.

Requirements

The candidate should have a minimum of approximately 4 years of relevant hands-on technical support experience, with 6 or more years of experience highly desirable.

Previous experience supporting an enterprise-sized customer within an IT service provider, Managed Service Provider (MSP), outsourcing organisation or comparable enterprise IT environment is strongly preferred.

Experience supporting enterprise users in London or a similar corporate environment would be advantageous.

The candidate should demonstrate practical experience in:

Enterprise desktop and end-user support.
Hardware and software troubleshooting.
Windows desktop support.
PC builds and hardware repair.
Application installation and troubleshooting.
Mobile-device support.
Remote-user support.
Ticket and incident management.
Customer-facing IT support.
Working with multiple resolver groups.
Meeting defined service levels and operational targets.

Core Competencies

The ideal candidate should demonstrate:

Excellent verbal and written English communication skills.
Strong customer-service orientation.
Professional and courteous behaviour.
Strong analytical and diagnostic capability.
Excellent troubleshooting and problem-solving skills.
Personal accountability and ownership.
Attention to detail.
Ability to prioritise work effectively.
Ability to work independently and collaboratively.
Ability to operate effectively in a fast-paced enterprise support environment.
Strong organisational and time-management skills.
Tenacity in pursuing technical issues through to resolution.
Awareness of SLA obligations and service impact.
Ability to liaise effectively with customers, colleagues and specialist resolver teams.
High standards of integrity, confidentiality and professionalism.

Right to Work and Visa Requirements

Applicants must already have the legal right to work in the United Kingdom.
Candidates should have at least 12 months remaining on their current UK work permission/visa at the expected employment start date.
Visa sponsorship is not available for this position.
No future employer sponsorship.
Evidence of valid UK right-to-work status will be required as part of the recruitment and onboarding process.

Description

Desktop Support Engineer

Desktop Support Engineer | On-site, Mon-Fri, 8-5 | Rotating On-Call

Desktop Support Engineer

Desktop Support Engineer

IT Support Engineer

Desktop Support Engineer L1

See also