Desktop Support Engineer

Purpose of the Role:

As a rapidly scaling, AIdriven cybersecurity organisation, we know our people are at the heart of our success. Our global teams rely on a secure, seamless and empowering digital workplace experience, and our Desktop Support Engineer plays a critical role in making that happen.

This role is perfect for someone early in their IT career who is ready to grow, curious to learn, and excited to contribute to a business shaping the future of cybersecurity. We welcome applications from people of all backgrounds, particularly women and underrepresented talent looking to progress in technology.

Key Responsibilities:

Deliver Exceptional Technical Support

• Provide first- and second-line support for technical issues across global teams, ensuring a customerobsessed service approach.
• Manage incidents and requests via the service desk (e.g., Jira), maintaining accurate logs and ensuring timely resolution.
• Support M365 applications, Windows, macOS and Ubuntu desktop environments.
• Guide users through solutions via phone, chat, video, or onsite support.
• Identify opportunities to introduce AIdriven triage, selfservice, and automated support flows.

Hardware & Software Management

• Diagnose, repair, and maintain laptops, desktops, monitors, printers, and peripherals.
• Install, configure, and upgrade operating systems and hardware components.
• Deploy approved applications and updates, contributing to an automated, secure endpoint environment.

Champion Secure Asset & Access Management

• Manage asset inventory for hardware and software, ensuring high accuracy and compliance.
• Create and manage user accounts, permissions, and security groups in Active Directory or equivalent systems.
• Ensure all devices comply with encryption, antivirus and endpoint protection policies.

Enable New Joiners to Succeed

• Prepare and deliver workstations for new joiners, ensuring a seamless onboarding experience.
• Provide training on IT tools, security protocols, and best practices, including AIenabled productivity features.

Support Our Network & Systems

• Support users with connectivity issues, VPN setup, and remote desktop access.
• Assist in deploying and validating configuration, automation, and security policies.

Drive Continuous Improvement

• Monitor system health, perform preventive maintenance, and support continuous improvement initiatives.
• Maintain clear documentation, troubleshooting guides, SOPs, and knowledge base articles.
• Collaborate in audits and compliance reviews as required.

Your Story

You might have 1-2 years of experience in desktop support or a similar technical role, or you may have gained equivalent skills through alternative pathways. What matters most is your ability to learn, communicate clearly, show empathy, and bring a collaborative mindset.

Skills & Experience That Help You Succeed:

• Working knowledge of desktop support fundamentals, ticketing systems and basic networking.
• Experience supporting Windows, macOS and ideally Linux/Ubuntu.
• Clear and friendly communication-whether with a colleague who's techsavvy or one who's not.
• Strong organisation, problem-solving ability and a genuine desire to help others.
• Curiosity about automation, scripting (PowerShell/Bash) and AIdriven workflows.
• A customercentric mindset aligned with a cybersecurity environment.

How We Work Together:

We live our values every day:

• Customer Obsessed - We create outstanding employee experiences through excellent support.
• Own It - We take accountability and follow through.
• Think Big - We embrace automation, AI and smarter ways of working.
• Be Curious - We explore new tools, technologies and ideas.
• Win Together - We collaborate openly across geographies and teams.

How Success Will Be Measured:

• Ticket Resolution Metrics: Resolution time, SLA adherence, firstcontact resolution rate.
• User Satisfaction: Internal CSAT scores tied to support interactions.
• Endpoint Security & Compliance: Patch compliance, encryption adherence, reduction in endpoint alerts.
• Asset Management Accuracy: Completeness and correctness of asset and access records.
• Onboarding Quality: Successful newstarter setup with minimal disruption.
• Documentation & Improvement: Contributions to knowledge base, SOPs, and automation initiatives.

Celebrate Your Benefits with Us

• Enjoy 20 days paid Holiday
• 2 CARE Days - Give Back and Get Your Birthday Off as a Thank You
• Private Medical - Caring for You Inside and Out
• Collaborative and Supportive Work Environment
• Recognition for Your Contributions
• Opportunities for Professional/Personal Growth
• Career Advancement in Our Dynamic and Innovative Company

Find out more about our Private Equity Investors and why working for a PE company is game changing.

Bregal Milestone - Inspired by ambition. Driven by growth

As CyberSentriq embarks on its journey as a new company, we are excited to announce our MSP-first approach, AI-driven capabilities, and the integration of TitanHQ and Redstor. Our strategic goals are aligned with our vision to become a high-growth, innovative cybersecurity platform targeting $100M ARR by 2028.

CyberSentriq is committed to providing cutting-edge cybersecurity solutions that empower Managed Service Providers (MSPs) to deliver exceptional services to their clients. With our AI-driven capabilities, we aim to enhance threat detection, response, and prevention, ensuring the highest level of security for businesses of all sizes.

The integration of TitanHQ and Redstor into our platform further strengthens our offerings, providing comprehensive protection against cyber threats and data loss. This collaboration enables us to deliver a unified solution that addresses the evolving needs of the cybersecurity landscape.

Join us in our mission to revolutionise the cybersecurity industry and achieve our ambitious growth targets.