Desktop & Office IT Support Engineer

The Desktop & Office IT Support Engineer keeps every person, device and meeting room in the office working. You own end-user computing from first day to last: desktops and laptops, office hardware, printers, meeting room AV, the office network and Wi-Fi, and the Microsoft estate including licensing. You are the first point of contact for IT issues and the person who makes sure new hires are productive from their first hour.

Responsibilities:

Desktop PCs and laptop Support

• Build, image, deploy and maintain Windows desktops and laptops to a standard configuration.


• Diagnose and resolve hardware and software faults, escalating to vendors under warranty where needed.


• Install, configure and support business applications and peripherals (docks, monitors, keyboards, headsets).


• Manage device enrollment and policy.


• Securely wipe, redeploy or dispose of devices in line with data protection policy.

Office hardware

• Support all office technology including: phones, docking stations, displays, scanners and TVs.


• Keep spares stock (cables, adapters, peripherals) organized and replenished.


• Coordinate with the team on desk moves, office reconfigurations and new office fit-outs.

Networking

• Assist in supporting the office LAN: switches, patch panels, firewalls and structured cabling.


• Troubleshoot connectivity, DHCP, DNS and VPN issues for office and remote users.


• Maintain network documentation, including port maps, IP allocations and rack diagrams.


• Liaise with ISPs and network vendors on circuit faults and changes.

Wi-Fi

• Manage wireless access points, controllers and SSIDs for staff and guest networks.


• Monitor coverage and performance, carrying out site surveys when layouts change.


• Apply secure configuration (WPA2/WPA3-Enterprise, guest isolation).

Microsoft products and licensing

• Administer Microsoft 365: Entra ID (Azure AD) users and groups, Exchange Online, Teams and OneDrive.


• Support Office applications (Outlook, Word, Excel, PowerPoint, Teams) for end users.


• Manage Microsoft license assignment, renewals and true-ups, keeping license counts matched to headcount.


• Report monthly on license usage and identify unused or over-provisioned licenses.

Onboarding and offboarding

• Set up new hires end to end: accounts, licenses, mailbox, group memberships, device, peripherals and phone.


• Deliver a first-day IT induction covering devices, MFA, security basics and key systems.


• Work with HR to receive starter details in advance so equipment is ready before day one.


• Process leavers promptly: disable accounts, recover equipment, reclaim licenses and transfer data.

Hardware procurement

• Source and order hardware and peripherals within budget and approved vendor agreements.


• Obtain quotes, raise purchase orders and track deliveries.


• Maintain an accurate asset register covering device, user, serial number, warranty and purchase date.


• Plan the hardware refresh cycle and forecast upcoming spend.

Patching and updates

• Patch all endpoints, servers-in-scope and network devices on a defined schedule.


• Manage Windows and Microsoft 365 updates through WSUS / Windows Update for Business.


• Keep firmware current on switches, access points, firewalls, printers and meeting room devices.


• Track and report patch compliance, prioritizing critical security updates.

Printers

• Install, configure and maintain office printers and multifunction devices.


• Manage print queues, drivers, scan-to-email and secure print release.


• Coordinate servicing and consumables with the managed print supplier.

Meeting room hardware

• Set up and support meeting room systems (Microsoft Teams Rooms or similar): displays, cameras, microphones, speakers and room panels.


• Run regular room checks so meetings start on time without technical issues.


• Provide on-the-spot support for important meetings, presentations and events.

Service desk and general

• Log, prioritize and resolve tickets in the service desk system.


• Write and maintain knowledge base articles and how-to guides for staff.


• Follow information security policies and support security initiatives such as MFA and endpoint protection.


• Identify recurring issues and propose improvements to tools and processes.

Qualifications:

Essential

• 5+ years in a desktop, service desk or IT support role in an office environment.


• Strong hands-on knowledge of Windows 10/11 and desktop/laptop hardware troubleshooting.


• Microsoft 365 administration experience: Entra ID, Exchange Online, Teams and OneDrive.


• Working knowledge of Microsoft licensing (M365 Business / E-plans) and license management.


• Experience deploying and managing devices with an endpoint management tool.


• Networking fundamentals: TCP/IP, DHCP, DNS, VLANs, VPN and Wi-Fi.


• Experience supporting printers, multifunction devices and meeting room AV.


• Experience running a patching process and tracking compliance.


• Familiarity with a ticketing system (e.g. ServiceNow, Jira Service Management, Zendesk).

Desirable

• Microsoft certifications such as MD-102 (Endpoint Administrator) or MS-900 / MS-102.


• CompTIA A+, Network+ or Security+, or Cisco CCNA.


• Experience with Microsoft Teams Rooms, Zoom Rooms or similar meeting room platforms.


• Experience with enterprise Wi-Fi platforms (e.g. Meraki, Ubiquiti UniFi, Aruba).


• Some macOS and mobile device (iOS/Android) support experience.


• Basic PowerShell scripting for automating admin tasks.


• Experience with hardware procurement, vendor management and asset tracking.


• ITIL Foundation or exposure to ITIL processes.

Personal attributes

• Customer-focused and patient, able to explain technical issues in plain language.


• Organized and methodical, with strong documentation habits.


• Calm under pressure, especially when a meeting or senior user is waiting.


• Proactive: spots problems before users report them and fixes root causes.


• Discreet and trustworthy with access to confidential data and systems.

Benefits: This position is located in Austin, TX and is an in-office position.  Selected candidate is eligible for employer matched 401(k), medical, dental, vision, basic life and AD&D insurances and other benefit offerings.