{"id":3977268,"url":"https://alion.io/job/westbourne-it-it-concierge-engineer-onsite-it-support-engineer-l2","title":"IT Concierge Engineer / Onsite IT Support Engineer (L2)","company":{"id":4467522,"name":"Westbourne IT","domain":"westbourneit.com","url":"https://alion.io/company/westbourneit","size_band":null,"is_staffing_agency":false,"employer_type":"staffing","is_intermediary":false,"listed_via":null,"ats_vendor":"HireHive","truth_index":null},"role":"Support","role_family":"Support","seniority":"middle","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Alameda, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":50,"max":55,"currency":"USD","period":"hour","gross":null,"usd_annual":110000},"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"ITSM","optional":false},{"name":"Jira","optional":false},{"name":"Microsoft Entra ID","optional":false},{"name":"Microsoft Teams","optional":false},{"name":"OneDrive","optional":false},{"name":"Outlook","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false},{"name":"SharePoint","optional":false},{"name":"TCP/IP","optional":false},{"name":"VPN","optional":false},{"name":"Wi-Fi","optional":false},{"name":"Windows","optional":false},{"name":"ITIL","optional":true}],"status":"live","first_seen_at":"2026-11-09T15:28:10Z","employer_posted_date":"2026-11-09","last_verified_at":"2026-11-09T18:33:47Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Role Overview\nWe are seeking a highly skilled, proactive, and customer-focused IT Concierge Engineer to provide dedicated onsite technical support and deliver an exceptional IT support experience to employees.\nThe successful candidate will be responsible for providing hands-on technical assistance, troubleshooting hardware and software issues, resolving IT incidents, and ensuring the smooth operation of end-user computing environments.\nThis role combines strong technical expertise with a personalised, customer-centric approach to IT support. The IT Concierge Engineer will work closely with the IT Greeter, Service Desk, and Senior L2/L3 Engineers to deliver efficient technical solutions, minimise downtime, and maintain high levels of employee satisfaction.\nKey Responsibilities\nOnsite IT Support & Troubleshooting\nProvide hands-on L1/L2 technical support to employees for hardware, software, and connectivity issues.\n\nDiagnose and resolve incidents involving laptops, desktops, operating systems, mobile devices, and peripherals.\n\nTroubleshoot Microsoft 365 applications, including Outlook, Teams, OneDrive, and SharePoint.\n\nSupport Windows and macOS operating systems in an enterprise environment.\n\nResolve issues relating to VPN connectivity, Wi-Fi, printers, docking stations, monitors, and other workplace technologies.\n\nPerform software installations, configuration, updates, and troubleshooting.\n\nSupport user account administration, password resets, and access-related requests.\n\nEscalate complex technical incidents to senior L2/L3 engineers and specialist support teams when required.\n\nIT Concierge & Employee Experience\nDeliver professional, responsive, and personalised IT support to employees, including senior executives and business stakeholders.\n\nProvide walk-up, desk-side, and appointment-based technical assistance.\n\nEnsure employees receive prompt support with minimal disruption to their work.\n\nCommunicate technical information clearly to both technical and non-technical users.\n\nProactively identify and resolve recurring IT issues to improve the employee experience.\n\nProvide guidance and training to employees on IT tools, applications, and best practices.\n\nMaintain a high standard of customer service and professionalism.\n\nDevice Management & IT Asset Support\nConfigure, deploy, and maintain laptops, desktops, mobile devices, and other IT equipment.\n\nSupport employee onboarding and offboarding activities, including device preparation, deployment, collection, and access coordination.\n\nAssist with device imaging, provisioning, and replacement.\n\nSupport endpoint management platforms such as Microsoft Intune, SCCM/MECM, or similar tools.\n\nMaintain accurate IT asset records and track equipment allocation, returns, and replacements.\n\nCoordinate hardware repairs, warranty replacements, and vendor support requests.\n\nEnsure devices comply with organisational IT security policies and configuration standards.\n\nIncident & Service Request Management\nManage assigned incidents and service requests through ITSM platforms such as ServiceNow, Jira Service Management, or equivalent systems.\n\nInvestigate, troubleshoot, and resolve support tickets within agreed service-level agreements (SLAs).\n\nDocument technical issues, troubleshooting activities, and resolutions accurately.\n\nCollaborate with the IT Greeter to ensure effective ticket handover and prioritisation.\n\nEscalate unresolved or complex issues to senior engineers and relevant technical teams.\n\nIdentify recurring incidents and contribute to root-cause analysis and permanent solutions.\n\nMeeting Room & Workplace Technology Support\nProvide technical support for meeting rooms, video conferencing systems, and collaboration tools.\n\nTroubleshoot Microsoft Teams Rooms, audio-visual equipment, displays, and conference room connectivity.\n\nAssist employees with presentations, virtual meetings, and workplace collaboration technology.\n\nPerform regular checks to ensure meeting room equipment remains operational.\n\nCoordinate with specialist vendors or technical teams for complex audio-visual issues.\n\nIT Operations & Continuous Improvement\nWork closely with the IT Team Lead and wider technical support teams to maintain service quality.\n\nContribute to IT support documentation, knowledge base articles, and troubleshooting guides.\n\nIdentify opportunities to improve support processes and reduce recurring incidents.\n\nParticipate in IT projects, technology deployments, hardware refreshes, and system upgrades.\n\nFollow IT security policies, data protection requirements, and operational procedures.\n\nSupport continuous improvement initiatives focused on employee satisfaction and service efficiency.\n\nRequired Skills & Experience\n3-5+ years of experience in Desktop Support, IT Support Engineering, End-User Computing, or a similar technical support role.\n\nStrong hands-on experience providing L1/L2 technical support in a corporate environment.\n\nSolid knowledge of Windows 10/11, Microsoft 365, Outlook, Teams, OneDrive, and SharePoint.\n\nExperience troubleshooting laptops, desktops, printers, mobile devices, and peripheral equipment.\n\nWorking knowledge of Active Directory, Microsoft Entra ID, user account administration, and access management.\n\nUnderstanding of TCP/IP, DNS, DHCP, VPN, Wi-Fi, and basic network troubleshooting.\n\nExperience with endpoint management solutions such as Microsoft Intune, SCCM/MECM, or similar platforms.\n\nFamiliarity with ITSM tools such as ServiceNow, Jira Service Management, or equivalent ticketing systems.\n\nExperience supporting hardware deployment, device imaging, and IT asset management.\n\nStrong analytical, troubleshooting, and problem-solving abilities.\n\nExcellent communication, customer service, and interpersonal skills.\n\nAbility to manage multiple incidents and prioritise work effectively.\n\nComfortable providing face-to-face technical support to employees at all organisational levels.\n\nDesirable Qualifications\nCompTIA A+ or Network+ certification.\n\nITIL Foundation certification.\n\nMicrosoft 365 or Microsoft Endpoint Administrator certification.\n\nExperience supporting macOS and Apple devices in an enterprise environment.\n\nExperience supporting VIP and executive users.\n\nFamiliarity with Microsoft Teams Rooms and enterprise audio-visual systems.\n\nExperience working in multinational or regulated corporate environments.\n\nKnowledge of endpoint security, device compliance, and IT security best practices.\n\nIdeal Candidate Profile\nThe ideal candidate will be a hands-on IT Support Engineer with strong L2 technical skills and a passion for delivering excellent customer service.\nThey will be confident troubleshooting a wide range of technical issues, comfortable working directly with employees, and capable of resolving problems independently while recognising when specialist escalation is required.\nThe successful candidate should demonstrate a proactive approach to IT support, strong ownership of incidents, excellent communication skills, and the ability to deliver a premium, personalised IT support experience.\nKey Success Measures\nTimely resolution of onsite IT incidents and service requests.\n\nHigh first-contact resolution rates for common technical issues.\n\nPositive employee feedback and strong customer satisfaction.\n\nCompliance with agreed SLAs and IT support procedures.\n\nMinimal disruption to employee productivity.\n\nAccurate ticket documentation and IT asset records.\n\nEffective collaboration with the IT Greeter, Team Lead, and Service Desk.\n\nContinuous improvement in onsite IT support services.\n\nWork Requirements\nFull-time position based in Alameda, California.\n\nFive days per week onsite; no remote or hybrid working.\n\nAvailability to provide desk-side, walk-up, and meeting room technical support throughout the working day.\n\nAbility to handle and move standard IT equipment as required, with reasonable accommodation where applicable.\n\nWillingness to support occasional IT deployments, infrastructure changes, and business-critical technical activities.","description_format":"text","description_chars":8023,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Hybrid work"],"hiring_locations":[{"name":"United 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