Desktop Support Engineer

Cutting Edge Music Tech - On-Demand Vinyl Records

We are seeking an Desktop Support Engineer to help us redefine the music industry. We've invented a new technology to produce on-demand vinyl records and built a web platform for music creators to create and sell their products worldwide via our store at zero cost. We partner with leading record labels, streaming services, digital providers, distributors, and iconic global artists to build a global solution for physical media, but most importantly, we give small and emerging artists frictionless access to offer vinyl and CDs to their fans through our innovative solution and planned production/fulfilment centres in Europe, the USA, and Asia.

The vinyl market has grown over 20% yearly for the last 16 years, and CDs are growing again for the first time in two decades. By 2030, there will be nearly 200 million music creators worldwide (with AI accelerating this even further). Most would love to have their music on vinyl or CD for friends, family, and fans, many would happily buy a record for around $30 if accessible without high costs or minimums, which our scalable on-demand tech makes possible. elasticStage delivers easy, affordable access to this booming opportunity.

We are looking for a Desktop Support Engineer to deliver friendly, reliable day-to-day IT support to staff across elasticStage. This role focuses on end-user support, device setup, account management, and ensuring our office and production environments run smoothly.You will be joining elasticStage during a period of growth, supporting teams as the company scales from a single-site operation toward a multi-office, multi-factory business. This is a great opportunity to build a strong foundation in IT support while gaining exposure to real-world systems, networks, and infrastructure in a growing production environment. Working closely with the IT Systems Administrator, you will resolve support issues, assist with onboarding and IT improvements, and gradually take on broader responsibilities as your skills develop. This role is ideal for someone early in their IT career who is eager to learn, take ownership, and grow with the business.

Requirements:
Role Responsibilities:

Service & Support (Primary Focus)

• Act as first-line support for staff IT issues (hardware, software, user accounts, connectivity).
• Support second-line issues where appropriate, escalating complex problems to the IT Systems Administrator.
• Own user support processes and adapt them as the company scales.
• Support onboarding and offboarding of staff (accounts, hardware, access rights).
• Manage desk and hot-desk environments using the relevant management tools.
• Inventory and asset management of existing and new IT equipment.
• Software and subscription management for company licenses.

Infrastructure & Systems (Supportive Role)

• Perform routine IT support tasks such as basic system checks, updates, and monitoring.
• Assist in maintaining the stability of the production IT environment and escalate issues as required.
• Support maintenance and monitoring of IT infrastructure, including networks, servers, storage, hardware, and software.
• Assist with data storage solutions (cloud and on-prem), under guidance.

Security & Risk

• Follow established IT security policies and procedures.
• Ensure endpoint protection, antivirus, and patching are applied to end-user devices.
• Monitor system alerts and report potential security issues or vulnerabilities.
• Support access control processes and security best practices.

Projects & Continuous Improvement

• Work closely with internal teams to resolve IT issues in a professional and service-oriented manner.
• Communicate clearly with both technical and non-technical users.
• Demonstrate ownership and accountability for assigned support areas

Professionalism & Collaboration

• Work closely with other teams to resolve IT issues in a professional, service-oriented way.
• Communicate clearly with technical and non-technical staff at all levels.
• Demonstrate accountability and ownership in assigned areas.

Requirements:

• 3+ years’ experience in an IT support or helpdesk role.
• Good understanding of Windows/macOS environments.
• Basic knowledge of networking fundamentals (TCP/IP, Wi-Fi, switches).
• Familiarity with security fundamentals (patching, endpoint protection, access control).
• Strong troubleshooting skills and customer-service mindset.
• Willingness to learn and grow into broader systems responsibilities.

Desirable

• Exposure to UniFi or Cisco networking environments.
• Experience with device management tools (MDM).
• Entry-level certifications (CompTIA A+, Network+, Microsoft Fundamentals).

Benefits:
• Industry-Leading Salary Package: Enjoy a highly competitive salary package that rewards your expertise and hard work.
• Flexible time off: 25 days of paid holiday, a paid birthday off, and remote-friendly working.
• Comprehensive Pension Scheme: Secure your future with our robust pension scheme.
• Convenient On-Site Parking: Benefit from hassle-free on-site parking.
• Cutting-Edge Tech Office Environment: Work in a modern, tech-driven office environment equipped with the latest tools and technology.
• Medical Insurance: Protect yourself with our comprehensive medical insurance plan.
• Free Snacks and Beverages: Enjoy free snacks and beverages to keep you energised throughout the day.

Work Location

This role is onsite, split between our King’s Cross and Elstree (WD6), four days a week and one day working from home.