Helpdesk Support Technician

About GraphcoreGraphcore 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.  Job Summary  As a Helpdesk Support Technician at Graphcore, you'll play a key role in keeping our people and systems running smoothly. You'll provide day-to-day support across macOS, Windows, and Linux environments, helping colleagues resolve issues quickly and efficiently while maintaining a strong focus on security and best practice. 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, and 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 •"," ":"hybridMultilevel"}" data-aria-posinset="0" data-aria-level="1">Logging, triaging, and resolving user support requests across macOS, Windows, and Linux systems. •"," ":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">Documenting solutions and maintaining a clear, up-to-date internal knowledge base. •"," ":"hybridMultilevel"}" data-aria-posinset="2" data-aria-level="1">Assisting in compliance with policies and regulations such as information security and GDPR. •"," ":"hybridMultilevel"}" data-aria-posinset="3" data-aria-level="1">Communicating effectively with end users, promoting internal IT policies and good security practices. •"," ":"hybridMultilevel"}" data-aria-posinset="4" data-aria-level="1">Supporting procurement of IT equipment and maintaining software licences and contracts. •"," ":"hybridMultilevel"}" data-aria-posinset="5" data-aria-level="1">Keeping an accurate and organised inventory of IT assets (hardware, peripherals, and accessories). •"," ":"hybridMultilevel"}" data-aria-posinset="6" data-aria-level="1">Assisting with new user onboarding/offboarding, device provisioning, and account setup. •"," ":"hybridMultilevel"}" data-aria-posinset="7" data-aria-level="1">Participating in IT projects and continuous improvement initiatives as required.Essential: •"," ":"hybridMultilevel"}" data-aria-posinset="0" data-aria-level="1">Proficient in macOS and Windows end-user support •"," ":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">Good understanding of troubleshooting principles and methodical problem-solving •"," ":"hybridMultilevel"}" data-aria-posinset="2" data-aria-level="1">Strong communication and customer service skills •"," ":"hybridMultilevel"}" data-aria-posinset="3" data-aria-level="1">Ability to work independently as well as collaboratively in a team environment •"," ":"hybridMultilevel"}" data-aria-posinset="4" data-aria-level="1">Understanding of networking fundamentals (IP, DNS, DHCP, VPN, routing basics) •"," ":"hybridMultilevel"}" data-aria-posinset="5" data-aria-level="1">Awareness of security concepts, such as PKI, SSL/TLS, MFA, and encryption  Desirable •"," ":"hybridMultilevel"}" data-aria-posinset="0" data-aria-level="1">Experience using Jamf Pro, Intune, or other endpoint management systems •"," ":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">Familiarity with Linux environments — shell usage, basic scripting, and system troubleshooting •"," ":"hybridMultilevel"}" data-aria-posinset="2" data-aria-level="1">Exposure to Azure AD, Okta, or similar identity management platforms •"," ":"hybridMultilevel"}" data-aria-posinset="3" data-aria-level="1">Basic understanding of cloud and SaaS platforms (e.g. Microsoft 365, Slack, Zoom) •"," ":"hybridMultilevel"}" data-aria-posinset="4" data-aria-level="1">Knowledge of IT asset lifecycle management and zero-touch provisioning •"," ":"hybridMultilevel"}" data-aria-posinset="5" data-aria-level="1">Interest in automation or scripting (Bash, PowerShell, or Python) •"," ":"hybridMultilevel"}" data-aria-posinset="6" data-aria-level="1">Awareness of VLAN's would be beneficial BenefitsIn addition to a competitive salary, Graphcore offers flexible working, a generous annual leave policy, private medical insurance and health cash plan, a dental plan, pension (matched up to 5%), life assurance and income protection. We have a generous parental leave policy and an employee assistance programme (which includes health, mental wellbeing, and bereavement support). We offer a range of healthy food and snacks at our central Bristol office and have our own barista bar We welcome people of different backgrounds and experiences; we're committed to building an inclusive work environment that makes Graphcore a great home for everyone. We offer an equal opportunity process and understand that there are visible and invisible differences in all of us. We can provide a flexible approach to interview and encourage you to chat to us if you require any reasonable adjustments.