Hybrid Windows Desktop Support Engineer (Cardiff)

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

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.