IT Concierge Engineer / Onsite IT Support Engineer (L2)

Westbourne; Alameda (CA); On-site; USD 70,000 - 95,000; Full time

Job summary

Westbourne in Alameda, California seeks an on-site IT Concierge Engineer to provide hands-on end-user support and proactive technology care.

You will diagnose hardware/software issues, manage user accounts, support Microsoft 365 apps, and collaborate with IT teams to keep employees productive with minimal downtime. The role demands customer service excellence and clear technical communication.

Qualifications

• 3–5+ years in Desktop Support or similar role.
• Strong knowledge of Windows 10/11 and Microsoft 365.
• Experience with VPN, Wi-Fi, peripherals, and endpoint management.
• Familiarity with ITSM tools and enterprise collaboration apps.

Responsibilities

• Provide hands-on L1/L2 onsite IT support for hardware, software, and connectivity.
• Troubleshoot MS 365 apps, Windows/macOS, VPN, printers, and peripherals.
• Assist with device provisioning, imaging, and asset management.
• Manage tickets via ITSM platforms and escalate when needed.
• Support meeting rooms and collaboration tech, including AV systems.

Skills

Windows 10/11

Microsoft 365

Outlook

Teams

OneDrive

SharePoint

Active Directory

Entra ID

VPN

Wi-Fi

Intune

SCCM/MECM

ServiceNow

Jira Service Management

IT asset management

Face-to-face support

Tools

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.