Desktop and Engineering Support Engineer

Graphcore is one of the world's leading innovators in Artificial Intelligence compute.

It is developing hardware, software and systems infrastructure that will unlock the next generation of AI breakthroughs and power the widespread adoption of AI solutions across every industry.

As part of the SoftBank Group, Graphcore is a member of an elite family of companies responsible for some of the world's most transformative technologies. Together, they share a bold vision: to enable Artificial Super Intelligence and ensure its benefits are accessible to everyone.

Graphcore's teams are drawn from diverse backgrounds and bring a broad range of skills and perspectives. A melting pot of AI research specialists, silicon designers, software engineers and systems architects, Graphcore enjoys a culture of continuous learning and constant innovation.

Job Summary

We are seeking a versatile Desktop Support Engineer who will be the primary IT contact in their region, providing hands-on support across Windows, macOS, and Linux environments. In addition to delivering day-to-day desktop support, this role will work closely with engineering teams to troubleshoot and optimise workflows, ensuring smooth operation of development tools and systems. The ideal candidate will bring broad technical expertise, strong problem-solving skills, and the ability to work independently, supporting both general IT needs and specialised engineering requirements.

In addition, the candidate will be the first point of contact for the company infrastructure located in factories and labs. This will involve travel to sites and being the first point of contact for issues.

The Team

You'll be joining a multidisciplinary team with strong technical skills and a very supportive culture. We work closely together and regularly share knowledge, your skills will make a direct impact on our business. It's an exciting and pivotal moment for us right now, with plenty of new projects ahead. If you're looking to solve interesting problems and see your work deliver real-world results, this is the team for you.

Responsibilities and Duties

• Act as the primary IT contact for the region, providing hands-on support across Windows, macOS, and Linux desktops and laptops

• Deliver day-to-day desktop support, including hardware setup, software installation, patching, and troubleshooting

• Diagnose and resolve complex technical issues across operating systems, networks, and applications

• Collaborate with engineering teams to troubleshoot, optimise, and document development workflows and toolchains

• Support specialised engineering software, compilers, IDEs, and version control systems, ensuring reliable operation

• Manage user accounts, access, and permissions across corporate systems (e.g., Active Directory, SSO, collaboration platforms)

• Provide first-line support for regional network, printing, and conferencing equipment

• Maintain accurate documentation of incidents, resolutions, and standard operating procedures

• Proactively monitor system health, apply updates, and ensure endpoint security compliance

• Assist with the deployment and configuration of new hardware, images, and builds for engineers

• Escalate issues to global IT or vendor support where necessary, ensuring timely resolution

• Train and support end-users on IT best practices and new tools

• Contribute to continuous improvement by identifying recurring issues and recommending long-term solutions

Candidate Profile

Essential:

Technical Skills

• Operating Systems: Windows (11), macOS, Linux.

• Hardware Support: Desktop/laptop hardware troubleshooting, peripheral setup, printers, monitors, docking stations.

• Networking Fundamentals: TCP/IP, DHCP, DNS, Wi-Fi troubleshooting, VPN support.

• Application Support: Microsoft 365 suite (Outlook, Teams, OneDrive, Excel, Word, PowerPoint), collaboration tools (Zoom, Slack).

• Active Directory & User Management: Password resets, group policy basics, and user account administration.

• Security Awareness: Antivirus, encryption, and multi-factor authentication support.

• Familiar with cloud services (AWS, Oracle).

• Working closely with the engineering teams to debug and improve their workflows, identifying improvements and working with I.S. functional teams to implement them.

• Implement and manage change requests.

• Datacentre/comms room management (cabling/racking, provisioning new hardware).

• Essential travel between the office and 3rd party factory locations to support on site infrastructure.

• Experience as smart hands for remote functional teams.

Soft Skills

• Strong communication skills to explain technical issues to both technical and non-technical users.

• Customer service mindset with a focus on empathy and patience.

• Ability to prioritise and manage multiple tickets under pressure.

• Problem-solving and analytical thinking for root cause analysis.

• Collaboration with cross-functional teams (network, storage, security, etc).

• Documentation of solutions, procedures, and knowledge base articles.

• Collaboration with multi-skilled teams to ensure

Desirable

• Microsoft certified (cloud/server/client)

• Imaging & Deployment: Experience with SCCM, or other deployment tools.

• Understanding of remote deployment tools (Ansible, Puppet)

• Network infrastructure configuration/management (Switches/Firewalls/Routers)

• Microsoft AD administration

• Experience of network storage technologies (provisioning Volumes/Quotas/CIFS/NFS)

• Experience of VCS

• Experience of documentation and issue-tracking software suites.