Technical Support I

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.

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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

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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.

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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