Desktop and Engineering Support Engineer

<h2><strong>About Graphcore</strong></h2> <p>Graphcore is one of the world’s leading innovators in Artificial Intelligence compute.<span class="Apple-converted-space">&nbsp;</span></p> <p>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.<span class="Apple-converted-space">&nbsp;</span></p> <p>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.<span class="Apple-converted-space">&nbsp;</span></p> <p>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.<span class="Apple-converted-space">&nbsp;</span></p> <h2>Job Summary</h2> <p>We are looking for a versatile Desktop &amp; Engineering Support Engineer to be the main IT contact in our Taipei office. This role involves hands-on support for Windows, macOS, and Linux systems. It offers an outstanding mix of daily desktop support and close work with engineering teams to resolve issues and improve workflows. The ideal candidate will have extensive technical knowledge, strong problem-solving abilities, and the independence to handle both general IT tasks and engineering-specific needs.<span class="Apple-converted-space">&nbsp;</span></p> <h2>The Team</h2> <p>You’ll be joining a multidisciplinary team with outstanding technical skills and a very encouraging culture. We work closely together and regularly share knowledge, ensuring that your contributions will have 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.<span class="Apple-converted-space">&nbsp;</span></p> <h2>Responsibilities and Duties</h2> <ul> <li>Serve as the main IT liaison for the region, delivering hands-on assistance across Windows, macOS, and Linux desktops and laptops</li> <li>Deliver day-to-day desktop support, including hardware setup, software installation, patching, and troubleshooting</li> <li>Diagnose and resolve complex technical issues across operating systems, networks, and applications</li> <li>Work together with engineering groups to troubleshoot, improve, and document development workflows and toolchains</li> <li>Support specialized engineering software, compilers, IDEs, and version control systems, ensuring reliable operation</li> <li>Manage user accounts, access, and permissions across corporate systems</li> <li>Proactively monitor system health, apply updates, and ensure endpoint security compliance</li> <li>Advance issues to global IT or vendor support where necessary, ensuring timely resolution</li> <li>Train and support end-users on IT guidelines and new tools</li> <li>Contribute to continuous improvement by identifying recurring issues and recommending long-term solutions</li> </ul> <h2>Candidate Profile</h2> <p>Essential:</p> <h2>Technical Skills</h2> <ul> <li>Proficiency in operating systems: Windows (11), macOS, Linux</li> <li>Desktop/laptop hardware troubleshooting, peripheral setup, printers, monitors, docking stations</li> <li>Networking fundamentals: TCP/IP, DHCP, DNS, Wi-Fi troubleshooting, VPN support</li> <li>Application support: Microsoft 365 suite, collaboration tools (Zoom, Slack)</li> <li>Active Directory &amp; user management: Password resets, group policy basics, and user account administration</li> <li>Security awareness: Antivirus, encryption, and multi-factor authentication support</li> <li>Familiarity with cloud services (AWS, Oracle)</li> <li>Experience partnering with engineering teams to identify issues and refine workflows</li> <li>Proven ability to implement and manage change requests</li> <li>Datacentre/comms room management</li> <li>Essential travel between office and 3rd party factory locations to support on-site infrastructure</li> <li>Experience as smart hands for remote functional teams</li> </ul> <h2>Soft Skills</h2> <ul> <li>Strong communication skills to explain technical issues to both technical and non-technical users</li> <li>Ability to prioritize and manage multiple tickets under pressure</li> <li>Problem-solving and analytical thinking for root cause analysis</li> <li>Collaboration with cross-functional teams</li> </ul> <h2>Desirable</h2> <ul> <li>Microsoft certified (cloud/server/client)</li> <li>Experience with imaging &amp; deployment tools (SCCM or others)</li> <li>Understanding of remote deployment tools (Ansible, Puppet)</li> <li>Network infrastructure configuration/management (Switches/Firewalls/Routers)</li> <li>Microsoft AD administration</li> <li>Experience with network storage technologies</li> <li>Experience with VCS</li> <li>Proficiency in documentation and issue-tracking software suites</li> </ul> <p>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.</p>