Senior Desktop Support Engineer

Mushroom Group is looking for a Senior Desktop Support Engineer to join our IT team and play a key role in supporting our people, technology and the next stage of our digital evolution. 

We’re in the middle of an exciting period of IT modernisation, including the transition to a new managed service model, migration to the Microsoft Modern Workplace, and a refresh of our network infrastructure. This means there’s plenty happening and plenty of opportunity for you to make a real impact. 

This is a hands-on role for someone who loves solving problems, helping people and getting stuck into technology. You’ll provide day-to-day technical support while providing technical leadership of our Microsoft 365, identity and endpoint environments. 

It’s a great fit for an experienced desktop support professional ready to take the next step into systems administration, or an early-career systems administrator who enjoys staying close to the end user. 

What you'll be doing:

Supporting our people  

• Provide Level 1/2 technical support across Mushroom Group, troubleshooting hardware, software, applications and connectivity issues. 
• Manage and resolve support tickets within agreed service targets, escalating more complex issues with clear diagnostic information. 
• Provide friendly, responsive support to staff across our locations, both in person and remotely. 
• Investigate recurring issues and contribute to finding longer-term solutions rather than simply fixing the immediate problem. 

Managing Microsoft 365 & identity  

• Administer Microsoft 365 environments including Exchange Online, Teams, SharePoint and OneDrive. 
• Manage users and groups through Microsoft Entra ID, including MFA, access requests and user lifecycle management. 
• Manage onboarding, offboarding and access changes. 
• Support Microsoft 365 licensing and security configuration. 

Looking after our devices  

• Configure and maintain Microsoft Intune across Windows and macOS devices. 
• Manage device provisioning, enrolment, application deployment, compliance and configuration. 
• Support equipment refreshes and new starter setups, including Apple Business Manager processes where required. 
• Monitor endpoint patching and update compliance and help keep our fleet secure and up to date. 

Getting involved in our network  

• Provide first-level troubleshooting for Wi-Fi, VPN and network connectivity issues. 
• Work alongside the Senior Manager, Technology Strategy & Operations during our network migration and infrastructure refresh. 
• Get involved in on-site testing, troubleshooting and cutover activities. 

Making IT smarter  

• Keep technical documentation, procedures and knowledge-base content accurate and useful. 
• Maintain our IT asset and software licence registers. 
• Develop and maintain simple scripts to automate repetitive tasks such as account provisioning, reporting and bulk updates. 
• Look for opportunities to improve the way we deliver IT support and make life easier for our people. 

Keeping things secure  

• Apply security controls consistently across identity, endpoint and access management. 
• Identify and report potential security incidents, phishing attempts and policy exceptions. 
• Support patching and vulnerability remediation activities. 

Being a senior member of the team  

• Provide day-to-day technical guidance and support to our IT Support Officer. 
• Help with ticket triage, troubleshooting and escalation. 
• Share your knowledge and contribute to a collaborative, supportive IT team. 

About you:

You’re someone who enjoys being the person people come to when something isn’t working. You’re technically curious, practical and patient, and you can explain a technical problem without making the person on the other end feel like they should have known the answer already. 

You’ll ideally bring:  

• 2–4 years’ experience in desktop support, IT support or junior systems administration. 
• Experience working across Windows and Mac environments. 
• Hands-on experience administering Microsoft 365 and Entra ID (Azure AD). 
• Practical experience with Microsoft Intune or another endpoint management platform. 
• Foundational networking knowledge, including Wi-Fi, VPN, DNS and DHCP. 
• Basic scripting skills or the curiosity and aptitude to develop them. 
• Strong troubleshooting and problem-solving skills. 
• Excellent communication skills and the ability to work with people at all levels of technical ability. 
• A proactive, methodical and accountable approach to your work. 
• The ability to work collaboratively in a small team while also taking ownership of your responsibilities. 

It would be great if you also have:  

• Microsoft certifications such as MS-102 or MD-102 or are working towards them. 
• Experience with Ubiquiti, Meraki or similar network platforms. 
• Experience supporting a distributed or multi-site organisation. 
• An interest in automation and finding smarter ways to do things. 

Why Mushroom?

Mushroom is a unique place to work. We’re a diverse group of music and entertainment businesses, and our people are at the heart of everything we do. 

You’ll join a small, collaborative IT team where your work will be visible and genuinely valued. You’ll have the opportunity to work across a broad technology environment, contribute to major IT projects and develop your systems administration skills. 

If you’re ready to take the next step in your IT career and want a role where no two days are quite the same, we’d love to hear from you.