Desktop Support Engineer

HLM Architects; Cardiff; Hybrid; GBP 26,000 - 36,000; Full time

Benefits offered by this job

Blended work model

HLM Academy

Award-winning lifestyle package

Diversity & inclusion

Job summary

HLM Architects is seeking a motivated First Line Desktop Support Engineer to join our Technology team in Cardiff. You will provide front-line IT support for hardware, software and network issues in a Windows environment, supporting employees and maintaining IT systems.

The role emphasizes customer-focused service, clear communication, and teamwork within a hybrid work model that blends studio and remote work. Training through the HLM Academy is available and diversity is central to our culture.

Qualifications

• Proven experience in Windows 11 desktop support and basic networking.
• Experience working in IT support or helpdesk environments.
• Strong Active Directory knowledge for user accounts and permissions.
• Familiarity with Office 365 applications (Outlook, Teams, etc.).
• Experience with VPN clients and remote access tools.
• Knowledge of Azure and Entra ID basics.
• Ability to diagnose basic hardware issues and peripherals.
• Experience with incident/ticketing systems and documenting issues.
• Strong communication and time management skills.

Responsibilities

• Serve as first point of contact for end-users via phone, email or tickets.
• Provide timely, courteous technical support for hardware, software and network issues.
• Troubleshoot Windows OS problems, software installs, printer and network connectivity.
• Log incidents and track service requests; escalate as needed.
• Set up new hardware and software; ensure proper configuration.
• Perform basic user account management tasks (password resets, unlocks).
• Assist with software deployment and updates; handle basic troubleshooting for enterprise apps.
• Provide clear guidance to users and maintain knowledge base articles.

Skills

Windows 11

Desktop support

Active Directory

Office 365

Outlook

VPN clients

Remote desktop tools

Azure

Entra ID / AzureAD

Ticketing systems

Communication

Time management

Tools

TeamViewer

Microsoft Remote Desktop

Job description

We are a UK & Ireland practice with strong connections across all of our studios in London, Sheffield, Cardiff, Glasgow, Plymouth, Birmingham, Belfast, and Dublin. We work collaboratively as one team structured by sector, sharing resources, knowledge and skills. Ranked as one of the top 25 largest practices in the UK this year, other recent accolades include:

• AJ100 List of UK’s Top Architectural Practices 2025
• Shortlisted, AJ100 Awards – Employer of the Year 2025
• Shortlisted, Architect of Year Awards – Social Value Architect of the Year 2025
• Shortlisted, Architect of Year Awards – Employer of the Year 2025
• Highly Commended, MMC Awards – Architectural Practice of the Year 2025

We are seeking a motivated and customer-focused First Line Desktop Support Engineer to join our Technology team in our Cardiff studio. The successful candidate will be responsible for providing front-line technical assistance to users, resolving a range of hardware, software, and network issues, with a strong emphasis on Windows-based environments. This is a key role in ensuring the smooth operation of IT systems for employees, contributing to the overall success of the organisation’s IT infrastructure.

Key Responsibilities

• Act as the first point of contact for all IT support-related queries and incidents from end-users (via phone, email, or support tickets).
• Provide effective, courteous, and timely technical support to users with hardware, software, and network issues within a Windows environment.
• Troubleshoot and resolve common desktop problems, including Windows OS issues, software installations, printer connectivity, and basic network connectivity.
• Log all incidents and track service requests accurately.
• Prioritise and escalade incidents as necessary to senior support levels or relevant teams, ensuring that issues are resolved promptly.
• Set up new hardware (e.g., desktops, laptops, printers, etc.) and software, ensuring they are fully configured and ready for use.
• Perform basic user account management tasks, such as password resets, unlocking accounts, and ensuring correct access levels.
• Assist with software deployment and updates and handle basic troubleshooting for common enterprise applications.
• Provide clear and concise instructions to end-users on how to resolve or avoid common technical issues.
• Document and maintain knowledge base articles and troubleshooting guides for common issues.
• Ensure user issues are handled professionally, maintaining a high standard of customer service and communication.

Required Skills and Qualifications

• Strong understanding of Windows Operating Systems (Windows 11) and basic networking concepts (TCP/IP, DNS, DHCP).
• Experience in desktop support within an IT support or helpdesk environment.
• Good understanding of Active Directory for managing user accounts and permissions.
• Familiarity with common software applications such as Microsoft Office Suite, Outlook, VPN clients, and remote desktop tools.
• Familiarity with Microsoft Azure and its role within a modern hybrid/cloud based IT environment.
• Ability to diagnose and resolve basic hardware issues, including desktops, laptops, and peripherals.
• Basic understanding of Microsoft Entra ID (formerly Azure Active Directory), including user account management, password resets, group membership, permissions, and authentication/MFA.
• Basic knowledge of ticketing systems for managing incident requests.
• Strong communication skills, both written and verbal, with the ability to explain technical issues to non-technical users.
• Excellent organisational and time management skills, with the ability to handle multiple priorities simultaneously.

Desirable Skills and Qualifications

• Experience in supporting mobile devices (iOS, Android) and remote access technologies (e.g. VPN).
• Basic experience with remote support tools (e.g. TeamViewer, Microsoft Remote Desktop, etc.).
• Knowledge of basic IT security best practices (password policies, data protection, etc.).
• IT certifications such as CompTIA A+, Microsoft Certified: Windows OS Fundamentals, or equivalent are a plus but not required.

Personal Attributes

• Customer-focused with a positive attitude and a passion for helping others.
• Proactive problem-solving skills and attention to detail.
• Team player with the ability to work well under pressure and meet deadlines.
• Willingness to learn and adapt to new technologies and processes.

We offer a blended work model with a flexible approach to studio and remote working, along with a friendly studio environment, an award-winning lifestyle package, and a commitment to your personal development through the HLM Academy.

Diversity, Inclusion and Belonging matter deeply to us. We want everyone to feel welcome and supported to thrive. If you need any adjustments to the application or interview process, just let our HR team know and we’ll be happy to support you.

HLM Architects is an Equal Opportunities Employer.