Desktop Support

Ampstek; Saint Helier; On-site; GBP 35,000 - 55,000; Full time

Job summary

Ampstek seeks a hands-on L1.5/L2 Desktop Engineer to bridge frontline service desk triage and advanced system administration. You will own the end-to-end lifecycle of hardware builds and software deployments, provide white-glove executive support, and manage VDI environments across the enterprise.

You will also support meeting rooms, digital workspace devices, AV equipment, mobile fleets, and ensure seamless operation of Microsoft Teams Rooms, projectors, and digital signage.

Qualifications

• Own the end-to-end lifecycle of hardware builds and software deployments.
• Provide white-glove executive support.
• Manage VDI environments.
• Support meeting rooms, digital players, and mobile devices.

Responsibilities

• Standard Desktop Engineering Tasks.
• Ticket Triage: Resolve or appropriately escalate issues.
• Documentation: Create and update internal KB articles to increase first-time fix rates.
• Escalation: Escalate incidents to third parties when necessary and collaborate on resolution.
• Build, Deploy & Package Management: Prepare and deploy software and images across devices.
• Image & Provision: Build, configure, and image laptops/desktops with Windows 11 using Intune/Autopilot/SCCM.
• Package Deployments: Distribute software updates across the enterprise with version control.
• Lifecycle Management: Manage hardware lifecycle from unboxing to decommissioning.
• VDI (Virtual Desktop Infrastructure) Support & Management: Troubleshoot and support VDI environments.
• Session Troubleshooting: Resolve user profile issues and connection problems in virtual sessions.
• Executive & VIP Support: Provide high-priority IT support for C-suite executives.
• Executive Refreshes: Perform hardware refreshes and data migrations for executives.
• Meeting Room & Digital Workspace Support: Maintain boardroom tech, Teams Rooms, projectors, displays, and peripherals.
• AV/Meeting Rooms: Support meeting room tech and AV hardware.
• Digital Players: Maintain and troubleshoot digital signage.
• Mobile Devices: Support corporate mobile fleets incl. Intune enrollment and app deployment.

Job description

We are seeking a hands-on, technically proficient L1.5/L2 Desktop Engineer to act as the critical bridge between frontline service desk triage and advanced system administration. You will own the end-to-end lifecycle of hardware builds and software deployments, provide white-glove executive support, manage VDI environments, and ensure our physical/digital collaboration spaces (meeting rooms, digital players, mobile devices) operate seamlessly.

Key Responsibilities

• Standard Desktop Engineering Tasks
• Ticket Triage: Resolve or appropriately
• Documentation: Create and update internal knowledge base (KB) articles to increase first-time fix rates for the wider service desk team.
• Escalation: Escalate incidents to third parties when necessary and collaborate on resolution.
• Build, Deploy & Package Management
• Image & Provision: Build, configure, and image physical laptops and desktops running Windows 11 using automated deployment tools (e.g., Microsoft Intune, Autopilot, SCCM).
• Package Deployments: deploy software applications and updates across the enterprise, ensuring version control and compatibility.
• Lifecycle Management: Manage the hardware lifecycle from unboxing and imaging to secure asset decommissioning and recycling.
• VDI (Virtual Desktop Infrastructure) Support
• VDI Management: Troubleshoot and support Virtual Desktop environments
• Session Troubleshooting: Resolve user profile issues, connection drops, thin client hardware problems, and application delivery failures within virtual sessions.
• Executive & VIP Support
• White-Glove Service: Provide high-priority, dedicated IT support for C-suite executives and senior leadership, maintaining maximum discretion, speed, and professionalism.
• Executive Refreshes: Conduct scheduled executive hardware refreshes (laptops, mobile devices, peripherals), data migrations, and personalized system configuration.
• Meeting Room & Digital Workspace Support
• AV/Meeting Rooms: Support, maintain, and troubleshoot boardroom and meeting room technology, including Microsoft Teams Rooms, projectors, smart displays, and audio/video peripherals.
• Digital Players: Maintain, reboot, and troubleshoot digital signage players and across office locations.
• Mobile Devices: Support corporate mobile fleets (iOS/Android), including MDM enrolment (e.g., Intune), email configuration, and app deployment.