Desktop Engineer

Description:

We're looking for a customer-focused Desktop Engineer to join our team based in Luton where you will be providing 2nd Line support across a diverse and evolving technology environment.

This is an excellent opportunity for someone with strong desktop support experience who enjoys troubleshooting technical issues, supporting end users, and developing their skills across modern workplace technologies.

You'll work alongside experienced infrastructure, service desk, and engineering teams, supporting critical IT services while contributing to projects that improve the user experience and modernise workplace technology.

We’re passionate about building diverse and inclusive teams and actively encourage applications from women, underrepresented groups, and neurodivergent candidates, with support and adjustments available throughout the recruitment process.

Due to security requirements, we can only consider sole British Nationals.

The Role

As a Desktop Engineer, you'll provide 2nd Line technical support to users across a range of desktop, device, and infrastructure technologies.

You'll be responsible for resolving technical incidents, diagnosing more complex issues escalated from the Service Desk, and supporting the delivery of workplace technology improvements.

This role offers exposure to a broad technology landscape, making it ideal for someone looking to develop their career.

What You'll Be Doing
 

• Provide 2nd Line support for desktop, laptop, mobile device, and end-user technology issues.
• Investigate, troubleshoot, and resolve hardware, software, application, and connectivity incidents.
• Support Microsoft Windows environments, Microsoft 365 applications, Active Directory, and collaboration tools.
• Manage user accounts, permissions, device configurations, and access requests.
• Work closely with Service Desk teams to resolve escalated incidents and service requests.
• Assist with device deployments, hardware refreshes, software installations, and system upgrades.
• Support workplace technologies including Modern Device Management and endpoint security solutions.
• Monitor system performance and proactively identify potential issues.
• Contribute to infrastructure and end-user technology projects.
• Maintain accurate documentation, knowledge articles, and incident records.
• Follow established ITIL processes and best practices to ensure excellent service delivery.
• Collaborate with colleagues across infrastructure, networking, security, and cloud teams to resolve complex technical issues.
   

What We're Looking For

We're seeking someone who combines strong technical troubleshooting skills with a genuine passion for delivering excellent customer service.

You'll enjoy solving problems, working collaboratively, and continuously developing your technical knowledge.

Essential Experience
 

• Previous experience in a Desktop Support, IT Support, Service Desk, End User Computing (EUC), or 2nd Line Support role.
• Strong troubleshooting and problem-solving skills across desktop and workplace technologies.
• Experience supporting Microsoft Windows operating systems and Microsoft 365 applications.
• Knowledge of Active Directory, user administration, and endpoint management.
• Experience supporting hardware, software, peripherals, and mobile devices.
• Strong customer service and communication skills.
• Ability to manage multiple priorities in a fast-paced support environment.
• Experience documenting incidents, resolutions, and technical procedures.
   

Desirable Experience
 

• Experience with Microsoft Intune, Autopilot, or Modern Device Management solutions.
• Exposure to Azure Active Directory (Entra ID) and cloud-based workplace technologies.
• Familiarity with endpoint security and vulnerability management tools.
• Understanding of ITIL service management principles.
• Experience supporting enterprise-scale environments.
• Knowledge of networking fundamentals and troubleshooting.
• Experience working within infrastructure or end-user services teams.
   

Certifications (Desirable)
 

• CompTIA A+
• CompTIA Security+
• Microsoft Modern Desktop Administrator
• Microsoft Endpoint Administrator
• Cisco CCENT or equivalent
• AWS or Azure certifications