IT Concierge Engineer / Onsite IT Support Engineer (L2)

Westbourne IT Global Services; Alameda (CA); On-site; USD 65,000 - 95,000; Full time

Job summary

Westbourne IT Global Services in Alameda, CA is seeking an on-site IT Concierge Engineer to provide hands-on desktop support for employees, troubleshooting hardware and software, and resolving incidents to ensure minimal downtime.

The role focuses on delivering a personalized, high‑quality IT experience, including walk‑up and desk‑side assistance, user account management, and collaboration with the IT Greeter and senior engineers to uphold service levels and security policies.

Qualifications

• 3-5+ years in Desktop Support or similar role.
• Hands-on L1/L2 support in a corporate environment.
• Strong experience with Windows 10/11, M365, Outlook, Teams, OneDrive, SharePoint.
• Experience with AD/Entra ID, user accounts, access management.
• Knowledge of VPN, Wi-Fi, printers, and endpoint devices.

Responsibilities

• Provide onsite L1/L2 support for hardware, software, and connectivity.
• Troubleshoot Windows/macOS in enterprise environments.
• Resolve VPN and network-related issues and device peripherals.
• Manage user accounts, password resets, and access requests.
• Escalate complex tickets to senior engineers as needed.
• Support meeting rooms and collaboration tools.

Skills

Desktop Support

L1/L2 support

Windows 10/11

Microsoft 365

Active Directory

Entra ID

VPN

Wi-Fi

ITSM tools

Tools

Microsoft Intune

SCCM/MECM

ServiceNow

Jira Service Management

Job description

Role Overview

We are seeking a highly skilled, proactive, and customer-focused IT Concierge Engineerto provide dedicated onsite technical support and deliver an exceptional IT support experience to employees.

The successful candidate will be responsible for providing hands-on technical assistance, troubleshooting hardware and software issues, resolving IT incidents, and ensuring the smooth operation of end-user computing environments.

This role combines strong technical expertise with a personalised, customer-centric approach to IT support. The IT Concierge Engineer will work closely with the IT Greeter, Service Desk, and Senior L2/L3 Engineers to deliver efficient technical solutions, minimise downtime, and maintain high levels of employee satisfaction.

Key Responsibilities

Onsite IT Support & Troubleshooting

• Provide hands-on L1/L2 technical support to employees for hardware, software, and connectivity issues.

• Diagnose and resolve incidents involving laptops, desktops, operating systems, mobile devices, and peripherals.

• Troubleshoot Microsoft 365 applications, including Outlook, Teams, OneDrive, and SharePoint.

• Support Windows and macOS operating systems in an enterprise environment.

• Resolve issues relating to VPN connectivity, Wi‑Fi, printers, docking stations, monitors, and other workplace technologies.

• Perform software installations, configuration, updates, and troubleshooting.

• Support user account administration, password resets, and access-related requests.

• Escalate complex technical incidents to senior L2/L3 engineers and specialist support teams when required.

IT Concierge & Employee Experience

• Deliver professional, responsive, and personalised IT support to employees, including senior executives and business stakeholders.

• Provide walk‑up, desk‑side, and appointment‑based technical assistance.

• Ensure employees receive prompt support with minimal disruption to their work.

• Communicate technical information clearly to both technical and non‑technical users.

• Proactively identify and resolve recurring IT issues to improve the employee experience.

• Provide guidance and training to employees on IT tools, applications, and best practices.

• Maintain a high standard of customer service and professionalism.

Device Management & IT Asset Support

• Configure, deploy, and maintain laptops, desktops, mobile devices, and other IT equipment.

• Support employee onboarding and offboarding activities, including device preparation, deployment, collection, and access coordination.

• Assist with device imaging, provisioning, and replacement.

• Support endpoint management platforms such as Microsoft Intune, SCCM/MECM, or similar tools.

• Maintain accurate IT asset records and track equipment allocation, returns, and replacements.

• Coordinate hardware repairs, warranty replacements, and vendor support requests.

• Ensure devices comply with organisational IT security policies and configuration standards.

Incident & Service Request Management

• Manage assigned incidents and service requests through ITSM platforms such as ServiceNow, Jira Service Management, or equivalent systems.

• Investigate, troubleshoot, and resolve support tickets within agreed service‑level agreements (SLAs).

• Document technical issues, troubleshooting activities, and resolutions accurately.

• Collaborate with the IT Greeter to ensure effective ticket handover and prioritisation.

• Escalate unresolved or complex issues to senior engineers and relevant technical teams.

• Identify recurring incidents and contribute to root‑cause analysis and permanent solutions.

Meeting Room & Workplace Technology Support

• Provide technical support for meeting rooms, video conferencing systems, and collaboration tools.

• Troubleshoot Microsoft Teams Rooms, audio‑visual equipment, displays, and conference room connectivity.

• Assist employees with presentations, virtual meetings, and workplace collaboration technology.

• Perform regular checks to ensure meeting room equipment remains operational.

• Coordinate with specialist vendors or technical teams for complex audio‑visual issues.

IT Operations & Continuous Improvement

• Work closely with the IT Team Lead and wider technical support teams to maintain service quality.

• Contribute to IT support documentation, knowledge base articles, and troubleshooting guides.

• Identify opportunities to improve support processes and reduce recurring incidents.

• Participate in IT projects, technology deployments, hardware refreshes, and system upgrades.

• Follow IT security policies, data protection requirements, and operational procedures.

• Support continuous improvement initiatives focused on employee satisfaction and service efficiency.

Required Skills & Experience

• 3-5+ years of experience in Desktop Support, IT Support Engineering, End‑User Computing, or a similar technical support role.

• Strong hands‑on experience providing L1/L2 technical support in a corporate environment.

• Solid knowledge of Windows 10/11, Microsoft 365, Outlook, Teams, OneDrive, and SharePoint.

• Experience troubleshooting laptops, desktops, printers, mobile devices, and peripheral equipment.

• Working knowledge of Active Directory, Microsoft Entra ID, user account administration, and access management.

• Understanding of TCP/IP, DNS, DHCP, VPN, Wi‑Fi, and basic network troubleshooting.

• Experience with endpoint management solutions such as Microsoft Intune, SCCM/MECM, or similar platforms.

• Familiarity with ITSM tools such as ServiceNow, Jira Service Management, or equivalent ticketing systems.

• Experience supporting hardware deployment, device imaging, and IT asset management.

• Strong analytical, troubleshooting, and problem‑solving abilities.

• Excellent communication, customer service, and interpersonal skills.

• Ability to manage multiple incidents and prioritise work effectively.

• Comfortable providing face‑to‑face technical support to employees at all organisational levels.

Desirable Qualifications

• CompTIA A+ or Network+ certification.

• ITIL Foundation certification.

• Microsoft 365 or Microsoft Endpoint Administrator certification.

• Experience supporting macOS and Apple devices in an enterprise environment.

• Experience supporting VIP and executive users.

• Familiarity with Microsoft Teams Rooms and enterprise audio‑visual systems.

• Experience working in multinational or regulated corporate environments.

• Knowledge of endpoint security, device compliance, and IT security best practices.

Ideal Candidate Profile

The ideal candidate will be a hands‑on IT Support Engineer with strong L2 technical skills and a passion for delivering excellent customer service.

They will be confident troubleshooting a wide range of technical issues, comfortable working directly with employees, and capable of resolving problems independently while recognising when specialist escalation is required.

The successful candidate should demonstrate a proactive approach to IT support, strong ownership of incidents, excellent communication skills, and the ability to deliver a premium, personalised IT support experience.

Key Success Measures

• Timely resolution of onsite IT incidents and service requests.

• High first‑contact resolution rates for common technical issues.

• Positive employee feedback and strong customer satisfaction.

• Compliance with agreed SLAs and IT support procedures.

• Minimal disruption to employee productivity.

• Accurate ticket documentation and IT asset records.

• Effective collaboration with the IT Greeter, Team Lead, and Service Desk.

• Continuous improvement in onsite IT support services.

Work Requirements

• Full‑time position based in Alameda, California.

• Five days per week onsite; no remote or hybrid working.

• Availability to provide desk‑side, walk‑up, and meeting room technical support throughout the working day.

• Ability to handle and move standard IT equipment as required, with reasonable accommodation where applicable.

• Willingness to support occasional IT deployments, infrastructure changes, and business‑critical technical activities.