The Role:
We are seeking a Desktop Support Engineer to provide onsite IT support services for the HPC Client at the Bridgewater site. The role holder will be responsible for delivering high-quality end-user support, ensuring the stability, availability, and performance of desktop, laptop, mobile, and peripheral devices across the site. The Desktop Support Engineer will work closely with end users, service desk teams, infrastructure teams, and third-party vendors to troubleshoot and resolve hardware, software, network, and Microsoft 365-related issues. The role includes device deployment, break-fix support, asset management, user account support, and ensuring adherence to client IT policies and security standards.
The successful candidate will provide responsive onsite technical support, manage incidents and service requests in line with agreed SLAs, support office moves and equipment installations, and contribute to continuous service improvement initiatives. Strong customer service skills, effective stakeholder communication, and the ability to work independently in a fast-paced operational environment are essential.
Your responsibilities:
The Desktop Support Engineer will provide onsite IT support services for the HPC Client at the Bridgewater site, working closely with end users, Service Desk teams, infrastructure teams, and third-party suppliers to ensure a reliable and efficient IT service. The role holder will be responsible for diagnosing and resolving hardware, software, networking, mobile device, and Microsoft 365 issues, while ensuring all incidents and service requests are managed in line with agreed service levels.
The Desktop Support Engineer will support device deployments, hardware break-fix activities, asset management, user onboarding and offboarding, workplace technology installations, and office moves. They will maintain accurate records within IT service management tools, escalate issues where required, and contribute to continuous service improvement initiatives.
The role operates within the HPC Digital & IT governance framework, ensuring compliance with client security policies, operational procedures, health and safety requirements, and industry standards.
Key Responsibilities
- Service-Specific DR Runbooks creation
Within each runbook:
- Defines recovery steps that must succeed to continue,
- Identifies failure points that prevent further recovery,
- Specifies required escalation or stop actions.
Runbook Testing & Walk-Through Execution
For each runbook, the Technical Architect will:
Design and lead structured walk-through or table-top tests
Validate:
Recovery logic and sequencing,
Pass/fail decision points,
Clarity and completeness of steps.
Work with Application Support to confirm executability.
Runbook Refinement & Issue Resolution
Based on testing outcomes:
Update and refine runbooks where:
Steps are unclear or impractical,
Dependencies or assumptions are incorrect,
Recovery sequencing is flawed.
Maintain a simple issue log showing:
- Issues identified,
- Changes made,
- Final resolution.
Recovery Feasibility & Constraints Summary (Per Runbook)
- Clear statement of whether the recovery approach can realistically meet requirements,
- Documentation of known constraints or limitations,
- Identification of gaps requiring remediation or risk acceptance.
Operational Handover to Application Support
Formal handover including:
Finalised, tested runbooks,
Known assumptions and limitations,
Clear ownership and maintenance expectations.
Knowledge, Skills, Qualifications & Experience
Experience:
10+ years' experience in technical architecture, infrastructure, cyber security, or operational resilience roles.
Proven experience designing and implementing Disaster Recovery and Business Continuity solutions in complex enterprise environments.
Demonstrable experience developing and testing recovery runbooks for business-critical services.
Strong understanding of BIA processes and translating business requirements into recovery strategies, RTOs, and RPOs.
Experience conducting DR exercises, failover testing, and recovery assurance activities.
Experience working within Critical National Infrastructure (CNI), utilities, energy, nuclear, defence, or other highly regulated environments.
Strong knowledge of hybrid infrastructure, cloud recovery patterns, backup technologies, and replication solutions.
Worked as a team with other such Technical Architects to complete DR runbooks in the past.
Key Knowledge Areas:
- ISO 22301, ISO 27001, ISO 27031
- NIST Cybersecurity Framework
- Disaster Recovery and Operational Resilience
- Business Continuity Management
- Cloud and Hybrid Recovery Architectures
- Recovery Testing and Assurance Governance