We are seeking a motivated and customer-focused First Line Desktop Support Engineer to join our Technology team. The successful candidate will be responsible for providing front-line technical assistance to users, resolving a range of hardware, software, and network issues, with a strong emphasis on Windows-based environments. This is a key role in ensuring the smooth operation of IT systems for employees, contributing to the overall success of the organisation’s IT infrastructure.

Key Responsibilities:

• Act as the first point of contact for all IT support-related queries and incidents from end-users (via phone, email, or support tickets).
• Provide effective, courteous, and timely technical support to users with hardware, software, and network issues within a Windows environment.
• Troubleshoot and resolve common desktop problems, including Windows OS issues, software installations, printer connectivity, and basic network connectivity.
• Log all incidents and track service requests accurately.
• Prioritise and escalate incidents as necessary to senior support levels or relevant teams, ensuring that issues are resolved promptly.
• Set up new hardware (e.g., desktops, laptops, printers, etc.) and software, ensuring they are fully configured and ready for use.
• Perform basic user account management tasks, such as password resets, unlocking accounts, and ensuring correct access levels.
• Assist with software deployment and updates, and handle basic troubleshooting for common enterprise applications.
• Provide clear and concise instructions to end-users on how to resolve or avoid common technical issues.
• Document and maintain knowledge base articles and troubleshooting guides for common issues.
• Ensure user issues are handled professionally, maintaining a high standard of customer service and communication.

Required Skills and Qualifications:

• Strong understanding of Windows Operating Systems (Windows 10/11) and basic networking concepts (TCP/IP, DNS, DHCP).
• Experience in desktop support within an IT support or helpdesk environment.
• Familiarity with common software applications such as Microsoft Office Suite, Outlook, VPN clients, and remote desktop tools.
• Ability to diagnose and resolve basic hardware issues, including desktops, laptops, and peripherals.
• Good understanding of Active Directory for managing user accounts and permissions.
• Basic knowledge of ticketing systems for managing incident requests.
• Strong communication skills, both written and verbal, with the ability to explain technical issues to non-technical users.
• Excellent organisational and time management skills, with the ability to handle multiple priorities simultaneously.

Desirable Skills and Qualifications:

• Experience in supporting mobile devices (iOS, Android) and remote access technologies (e.g. VPN).
• Basic experience with remote support tools (e.g. TeamViewer, Microsoft Remote Desktop, etc.).
• Knowledge of basic IT security best practices (password policies, data protection, etc.).
• IT certifications such as CompTIA A+, Microsoft Certified: Windows OS Fundamentals, or equivalent are a plus but not required.

Personal Attributes:

• Customer-focused with a positive attitude and a passion for helping others.
• Proactive problem-solving skills and attention to detail.
• Team player with the ability to work well under pressure and meet deadlines.
• Willingness to learn and adapt to new technologies and processes.

Working Conditions:

• Standard office hours are between 9am and 5:30pm with 1 hour lunch.
• Occasional travel between sites may be required.

We are a UK & Ireland practice with strong connections across all of our studios in London, Sheffield, Cardiff, Glasgow, Belfast and Dublin. We work collaboratively as one team structured by sector, sharing resources, knowledge and skills. Ranked as one of the top 25 largest practices in the UK this year, other recent accolades include:  

• Best Companies Top 50 Best Mid-sized Companies to work for 2023.
• Winner Building Awards: Architectural Practice of the Year 2022 & 2023
• Winner Building Awards: Every Person Counts, the people strategy award.
• Winner AJ100 Sustainability Innovation of the Year 2022.
• Winner AJ100 Awards Employer of the Year Award 2021.

We offer a friendly studio environment, an award-winning lifestyle package, and a commitment to your personal development through the HLM Academy. We are also an Employee Owned Trust, which means our employees have a sense of ownership, a say in our direction and are rewarded for the part they play in our future success.

Diversity, inclusion and belonging (DIB) is at the core of our business. We advocate equal opportunities, creating an inclusive working environment for all. If you have a disability and would prefer to apply in a different mode please contact our HR team for assistance.

If you think this role could be for you, please apply through our website and send your CV and cover letter.

Those shortlisted will be contacted.

HLM Architects is an Equal Opportunities Employer.