Desktop and Engineering Support Engineer

About the role

About Graphcore

Graphcore is one of the world’s leading innovators in Artificial Intelligence compute.

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.

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.

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.

Job Summary

We are looking for a versatile Desktop & 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.

The Team

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.

Responsibilities and Duties

Serve as the main IT liaison for the region, delivering hands-on assistance across Windows, macOS, and Linux desktops and laptops

Deliver day-to-day desktop support, including hardware setup, software installation, patching, and troubleshooting

Diagnose and resolve complex technical issues across operating systems, networks, and applications

Work together with engineering groups to troubleshoot, improve, and document development workflows and toolchains

Support specialized engineering software, compilers, IDEs, and version control systems, ensuring reliable operation

Manage user accounts, access, and permissions across corporate systems

Proactively monitor system health, apply updates, and ensure endpoint security compliance

Advance issues to global IT or vendor support where necessary, ensuring timely resolution

Train and support end-users on IT guidelines and new tools

Contribute to continuous improvement by identifying recurring issues and recommending long-term solutions

Candidate Profile

Essential:

Technical Skills

Proficiency in operating systems: Windows (11), macOS, Linux

Desktop/laptop hardware troubleshooting, peripheral setup, printers, monitors, docking stations

Networking fundamentals: TCP/IP, DHCP, DNS, Wi-Fi troubleshooting, VPN support

Application support: Microsoft 365 suite, collaboration tools (Zoom, Slack)

Active Directory & user management: Password resets, group policy basics, and user account administration

Security awareness: Antivirus, encryption, and multi-factor authentication support

Familiarity with cloud services (AWS, Oracle)

Experience partnering with engineering teams to identify issues and refine workflows

Proven ability to implement and manage change requests

Datacentre/comms room management

Essential travel between office and 3rd party factory locations to support on-site infrastructure

Experience as smart hands for remote functional teams

Soft Skills

Strong communication skills to explain technical issues to both technical and non-technical users

Ability to prioritize and manage multiple tickets under pressure

Problem-solving and analytical thinking for root cause analysis

Collaboration with cross-functional teams

Desirable

Microsoft certified (cloud/server/client)

Experience with imaging & deployment tools (SCCM or others)

Understanding of remote deployment tools (Ansible, Puppet)

Network infrastructure configuration/management (Switches/Firewalls/Routers)

Microsoft AD administration

Experience with network storage technologies

Experience with VCS

Proficiency in documentation and issue-tracking software suites

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.