Desktop Engineer

The ESP IT team provides the systems and services that are essential to the success of the wider business. Using Microsoft platforms, in addition to a wider portfolio of SaaS applications and on-premise services, IT provides Modern Workplace, Compute & Storage, Networks, Communications, AV and Security. Management of IT systems is the responsibility of the Head of IT Operations, with the support of the IT Systems Engineer and IT Desktop Engineer.

Based at ESP’s offices in Leatherhead, the IT Desktop Engineer is key to ensuring colleagues have a positive experience in their daily use of technology. Interacting with colleagues from across the business, the IT Desktop Engineer is responsible for ensuring the effective operation of the desktop environment and supporting end-users.

Role Purpose

Support the delivery of effective day-to-day operational IT and communications services across the organisation.

Key Accountabilities

• Day-to-day end users support, performing troubleshooting and fault analysis of technology issues raised by ESP staff.
• Management of Joiners, Movers and Leavers processes, ensuring the efficient onboarding and offboarding of staff. This includes devices setup, user account administration and new joiner inductions.
• Installing, configuring and licensing desktop software.
• Set up and configuration of new hardware to the ESP defined standards, including the maintenance of asset records.
• Collaboration with third party Network Support teams to resolve networking issues, including the completion of network patching.
• Raising issues with third-party service providers, e.g. managed firewall services, software developers, cloud services.
• Creation and maintenance of IT documentation including user guides, operating procedures and asset information.
• Support for Microsoft collaboration tools, including Teams and SharePoint, including the maintenance of the ESP SharePoint based intranet.
• Collaboration with colleagues to identify and implement improvements to the desktop environment, including the adoption of M365 improvements.
• As required, support for server administration including OS patching and virtualisation administration.

Person Specification

• Office based – must be willing to work from office on a daily basis.
• End User Support – experienced in the investigation and troubleshooting of end-user support issues.
• Microsoft Intune & Device Management: Experience with device management (laptops and mobiles, application deployment, and policy configuration using Intune).
• Windows Operating Systems: Proficiency in installing, configuring, and troubleshooting Windows OS (Windows 10, Windows 11).
• Microsoft Office Suite & M365: Expertise in supporting and troubleshooting Microsoft applications (Word, Excel, Outlook, etc.).
• Active Directory (AD): Knowledge of AD management, including user and group management, permissions, and security policies.
• Domain Controllers: Understanding of domain controller roles, replication, and troubleshooting.
• Group Policy Objects (GPO): Ability to create, manage, and troubleshoot GPOs for user and computer settings.
• Service Management: Experience of Incident and Service Request processes and the use of ticket tools.
• IT Asset Management: Use of CMDB tools and maintenance of asset information.

Nice to have:

• ISO 27001 Information Security practices.
• Microsoft Collaboration Tools: Skills in managing SharePoint, Teams, Viva and Copilot configuration, administration and maintenance.
• Basic Server Administration: Skills in managing Windows Server and VMWare virtualisation environments, including installation, configuration, administration and maintenance.
• Networking: Understanding of basic networking concepts, including TCP/IP, DNS, DHCP, and VPN.
• Remote Desktop Services: Proficiency in configuring and troubleshooting remote desktop connections.
• PowerShell: Ability to write and execute PowerShell scripts for automation and management tasks.
• Microsoft Power Platform: configuration, administration and maintenance skills.
• Apple OS and iOS: Awareness and basic proficiency in the administration and support of Apple devices.

Benefits include:

• Holidays: 26 days, going up to 27 after 3 years and up to 28 after 5 years of employment. The company gives you the opportunity to buy/sell up to 3 days per year.
• Bonus.
• Enhanced Pension.
• Private Medical Insurance.
• Life insurance.
• Employee Rewards Portal: access to exclusive discounts and flexible benefits such as Cycle to Work and EV car Salary Sacrifice Scheme.
• Enhanced Family Friendly benefits: Enhanced maternity and paternity pay and paid time off when receiving fertility treatment.
• Volunteering day: one day a year fully paid.