Technical Support I
Riskonnect · City of London, England, United Kingdom
The Opportunity The Technical Operations team has an immediate opening for a full-time Tier 1 Desktop Support Engineer. This role is responsible for triaging incoming support tickets, resolving first-line desktop support issues and providing professional remote support to colleagues across Riskonnect. _____________________________________________________________________________ Primary Responsibilities * Provide first-line technical support for laptop hardware, software, Microsoft 365, Okta and other technologies used across Riskonnect. * Triage incoming tickets, assess priority and impact, gather the required information and work toward resolution within agreed service expectations. * Diagnose and resolve common desktop, operating system, application, access and connectivity issues. * Provide remote support through video conferencing and approved systems-management tools. * Install, configure and support approved software and peripheral devices. * Image, reimage and prepare Windows laptops in line with Technical Operations standards. * Perform PC break/fix troubleshooting and coordinate escalation, repair or replacement where required. * Escalate unresolved, high-impact or complex incidents to the appropriate Tier 2, infrastructure, security or application support team. * Keep tickets accurate and up to date, including troubleshooting completed, user communication, resolution details and next actions. * Create and maintain clear knowledge articles and technical documentation. * Follow Riskonnect security, asset-management and support procedures at all times. Technology and Application Exposure * Microsoft 365 * Kaseya * Okta * Windows 11 * Zoho * Sophos * Active Directory and Group Policy * Darktrace * PC troubleshooting * Software installation and configuration * PC break/fix support * Laptop imaging and reimaging _________________________________________________________________________________ Your current skillset will include: * Strong troubleshooting skills and a structured, methodical approach to problem-solving. * Ability to communicate technical information clearly and professionally to users with different levels of technical knowledge. * Customer-focused approach with patience, ownership and a commitment to timely updates. * High attention to detail, particularly when recording ticket notes and writing technical documentation. * Ability to prioritise multiple tickets and work effectively in a fast-paced support environment. * Willingness to learn new technologies, follow documented processes and escalate appropriately. * Ability to work independently while collaborating effectively with colleagues across regions and teams. _________________________________________________________________________________ Desirable: * 1 to 2 years of experience providing IT troubleshooting support across hardware and software. * At least 1 year of Microsoft 365 administration or end-user support experience. * Experience supporting Windows Server 2016 or later is desirable. * Practical experience supporting Windows 11 laptops in a business environment. * Experience using an IT service-management or ticketing system is desirable. * Bachelors degree in IT related field is desirable