Desktop Support Engineer

Puma Capital Group are looking for a Desktop Support Engineer to join our IT team in London. Within this role, you will provide IT support to all areas within the Puma Group, across our two London offices. This is a highly visible, customer‑facing role, with responsibility for delivering a great user experience to staff. The individual will be service‑driven, proactive, and calm under pressure, combining strong technical capability with excellent communication skills. Success is defined by delivering a high standard of service - taking ownership of issues, resolving them efficiently, communicating clearly, and building trusted relationships with colleagues across the business.

Role Responsibilities

• Service Desk & Customer-Facing Support
  • Act as the primary interface between IT and Puma Capital Group staff shaping how technology is experienced day to day.
  • Owning ticket triage, resolution, and communication through to closure against agreed SLAs via the IT ticketing system.
  • Deliver IT inductions as part of Puma’s wider new joiner induction programme.
  • Manage the entire JML process, including account setup, licence assignment, device preparation, desk arrangement, and secure offboarding.
  • Identify issues through root cause analysis and drive down repeat incidents via knowledge base contributions and proactive fixes.
  • Assist with daily, weekly and monthly IT health checks, including certificate expiry and backups.
  • Support the Windows 11 estate using Intune and Autopilot, including configuration profiles, compliance policies, and application deployment through our pilot and production rings.
  • Assist in planning maintenance and upgrades of systems as and when required, improve and streamline existing systems and processes.
• Mobile & Device Lifecycle
  • Administer the corporate‑only iPhone fleet through Apple Business Manager and Intune MDM, including DEP enrolment, supervised device policies, and lifecycle refresh.
  • Own the full device lifecycle for laptops, iPhones and peripherals including asset tagging, deployment, warranty/repair, refresh cycles, and secure disposal.
  • Maintain accurate asset and CMDB records across both London offices.
• Collaboration, Productivity & Copilot
  • Act as the go‑to expert for Microsoft 365 applications including Outlook, Teams, SharePoint Online, OneDrive, and the Office suite.
  • Support Microsoft 365 Copilot adoption by assisting users with Agent setup, troubleshooting, and prompting tips.
  • Support Dynamics 365 end users on day‑to‑day issues.
  • Oversee the Uniflow secure print platform, including follow‑me printing, driver deployment, firmware upgrades, and troubleshooting the MFD devices.
  • Administer Condeco (or equivalent) hot‑desk and meeting room booking services, including meeting room AV across both London offices.
• Telephony, Network & Office Infrastructure
  • Administer Vonage (or equivalent UCaaS) and Teams collaboration services, including Teams Rooms and Teams Phone where in scope.
  • Support Wi‑Fi, LAN connectivity, and meeting room AV across our London offices.
  • Support with the general running of the office experience, including floor walks, desk moves, and new‑office or refit projects.
• Security & Compliance
  • Ensure endpoint security with BitLocker, Defender AV/EDR, attack surface reduction, web protection, email hygiene, and compliance reporting.
  • Partner with Ultima security consultants on endpoint hardening, patching cadence, and vulnerability remediation appropriate for an FCA‑regulated environment.
  • Ensuring the security, stability, and resilience of our IT infrastructure and systems, and promptly escalating and communicating any issues as required.
  • Assist with the management of 3rd party vendors and suppliers, including Microsoft, Ultima, Vonage, and hardware resellers – raising cases, tracking to resolution.
  • Create and maintain system documentation as it relates to system configuration, mapping, processes and service records.
• User Enablement & Continuous Improvement
  • Produce user‑facing how‑to guides, tips & tricks communications, and host drop‑in clinics to raise digital fluency and reduce repeat tickets.
  • Monitor end user experience through analysis of ticket trends, device performance, and Copilot adoption, and present improvement recommendations to the Head of IT.

Experience Required

• Experience providing IT support to users within a Financial Services firm.
• Demonstrable understanding of Windows 11, including installs, configuration and security best practices.
• Proficiency with Intune and contemporary deployment methods, such as Autopilot.
• Demonstrable understanding of the Microsoft 365 suite, including Teams, Exchange Online, SharePoint, OneDrive and Office.
• Administration skills using UCaaS/SaaS based voice solutions (ideally Vonage).
• Understanding of Printing services, including Scan to Email features, with experience using Uniflow desirable.
• Understanding of Condeco or similar hot desk and meeting room booking solutions.
• Experience supporting environments with Apple iPhone devices under the supervision of Apple Business Manager and Intune.
• Understanding of Network concepts like Wi‑Fi, TCP/IP and routing.
• Understanding of Security solutions and principles including Firewalls, malware, XDR/EDR, web protection and email hygiene.
• Good understanding of ITIL working principles with understanding of Manage Engine Service Desk Plus Incident, Problem, Change Management being desirable.
• Exposure to Microsoft 365 Copilot administration, rollout, and user enablement is highly desirable.
• Familiar with Entra ID (Azure AD) covering user and group management, Conditional Access, MFA, and licence assignment.
• Exposure to Dynamics 365 from an end‑user support perspective desirable.
• Broad awareness of SaaS administration fundamentals – SSO, SCIM provisioning, licence management, and access reviews.
• Experience producing user-facing documentation, training material, and adoption content.
• Awareness of working within an FCA‑regulated environment and associated record‑keeping and retention obligations.

Personal Attributes

• Kind.
• Values‑driven.
• Adaptable and willing to get stuck into whatever needs doing.
• Depth of character and gravitas but operating with humility.
• The drive and attitude to excel in a high performing environment whilst maintaining high levels of integrity.
• Energy, dynamism, and passion for complex business challenge.
• Organised, rigorous and disciplined.
• Pragmatic and practical.

About Us

Founded in 2012, Puma Capital Group is an award‑winning investment manager operating within the tax efficient space and is a leading provider of growth capital to UK SMEs and property finance to developers and real estate investors. The Puma Capital Group comprises four businesses focused on delivering long‑term sustainable growth for our investors and partners: Collectively the Group has over £1 billion in assets under management, supports over 14 000 investors, and has funded over £2 billion in property developments across the UK. We are proud to have assisted dozens of businesses across the UK elevate and build to deliver on their brilliant ideas. In the years since we were set up, Puma Capital Group has grown significantly. We are now around 140 people across the Group, with our staff working from our head office in London, and regional offices in Manchester and Edinburgh. It is an exceptionally exciting time for our business. Combining our already very strong track record with ambitious growth strategies, we have already developed our market share substantially and are looking to build further on our success. At Puma, we are committed to fostering an inclusive and diverse workplace. As an equal opportunity employer, we consider all applicants for employment without regard to race, religion, age, sexual orientation, gender identity, gender reassignment, family or parental status, national origin, veteran status, neurodiversity, or disability status. We strive to provide a work environment free from discrimination and harassment, where everyone has the opportunity to thrive. Our commitment to equal opportunity extends to all aspects of employment, including recruitment, hiring, promotion, compensation, benefits, training, and development. Importantly, research shows that men typically apply for roles when around 60% of the criteria is met, however, women and other underrepresented people often only apply when they tick every box. So, if you think you have what it takes, but don't necessarily meet every single point outlined in the role description, please do still get in touch – we would love to hear from you!