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.
