IT Desktop Support

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 an IT contact for the office, providing hands-on support across Windows, macOS, and Linux environments. In addition to delivering day-to-day desktop support. The ideal candidate will bring broad technical expertise, strong problem-solving skills, supporting both the day-to-day of the regional IT function and general IT needs to support I.S. functions within Graphcore.

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

• 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.

• Implement and manage change requests

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.

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.

Benefits

In 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.