Onsite Support Engineer

Onsite Support Engineer – Desktop Management / Infrastructure Services

Empiric has received an exciting opportunity for an Onsite Support Engineer to provide hands-on IT support within a dynamic, business-critical technology environment.

You will be responsible for delivering onsite and remote support across end-user computing, desktop infrastructure, mobile devices, and meeting room technologies. Working closely with Infrastructure, Network, Security, Server, and Workplace teams, you will play a key role in maintaining reliable IT services and ensuring a high-quality end-user experience.

You will act as a primary onsite IT contact, managing incidents and service requests while supporting technology refresh initiatives, device lifecycle management, and day-to-day infrastructure operations.

You will:

• Provide onsite and remote support for Windows laptops, desktops, and peripherals, troubleshooting hardware, software, operating system, and application-related issues
• Support Microsoft 365 applications, including Outlook, Teams, OneDrive, and the wider Office suite
• Perform device installations, replacements, upgrades, and asset management activities
• Support and troubleshoot Apple iPhone and iPad devices, as well as Android smartphones and tablets
• Configure and troubleshoot email, Microsoft Teams, VPN, and mobile applications
• Support device enrolment and management through Microsoft Intune and other Mobile Device Management (MDM) solutions
• Provide technical support for Microsoft Teams Rooms and video conferencing technologies
• Troubleshoot meeting room equipment, including displays, cameras, microphones, speakers, and collaboration devices
• Conduct pre-meeting checks and provide executive meeting support when required
• Coordinate with AV vendors to resolve complex issues and support maintenance activities
• Provide onsite hands-and-feet support for Infrastructure, Network, Security, Server, and Workplace teams
• Perform cable patching, equipment installations, device replacements, and connectivity validation
• Act as the primary onsite IT contact for end users, ensuring incidents and service requests are handled efficiently
• Manage incidents and service requests through ServiceNow or equivalent IT Service Management (ITSM) tools
• Ensure SLA compliance and timely ticket resolution while maintaining accurate asset and Configuration Management Database (CMDB) records
• Participate in site audits, technology refresh projects, and continuous improvement initiatives

Experience / Skills needed

• Strong experience in an Onsite Support Engineer, Desktop Support Engineer, Deskside Support Engineer, or similar IT support role
• Strong knowledge of Windows 10/11 operating systems and desktop hardware troubleshooting
• Experience supporting Microsoft 365 applications, including Teams, Outlook, and OneDrive
• Hands-on experience supporting Apple iPhone/iPad devices and Android smartphones/tablets
• Knowledge of Microsoft Intune and Mobile Device Management (MDM) solutions
• Experience supporting Microsoft Teams Rooms, AV equipment, and video conferencing technologies
• Basic networking knowledge, including LAN, Wi-Fi, TCP/IP, and VPN connectivity
• Familiarity with ServiceNow or similar ITSM ticketing platforms
• Understanding of hardware troubleshooting, device deployment, asset lifecycle management, and CMDB record maintenance
• Strong customer service and communication skills, with the ability to support users at all levels of the organisation
• Ability to prioritise incidents, manage competing requests, and work effectively within an onsite IT support environment
• A proactive, hands-on approach to troubleshooting, problem-solving, and service improvement

This opportunity offers the chance to support a broad range of end-user technologies within a collaborative IT environment, working alongside specialist infrastructure and workplace teams to maintain reliable services and deliver an excellent user experience.

Kai Withers

[email protected]

MOBI: +447585275914

W: www.empiric.com

Empiric is one of the fastest-growing technology and transformation recruitment agencies, specialising in data, digital, cloud, and security. We supply technology and change recruitment services to businesses looking for contract and permanent professionals. We are committed to delivering more female candidates and those from minority backgrounds and to helping address the gender and diversity imbalance within the tech sector.

Empiric Solutions is acting as an Employment Agency in relation to this vacancy.