Remote Tier 1 Desktop Support Engineer

TravelCenters of America; Greater London; Sur place; GBP 28 000 - 38 000; Plein temps

Résumé du poste

Riskonnect, Inc. is seeking a full-time Tier 1 Desktop Support Engineer to provide first-line technical helpdesk support across the Riskonnect environment.

You will triage tickets, resolve common desktop issues, and deliver remote assistance to colleagues in a fast-paced, global team. Focus areas include supporting Windows 11 laptops, Microsoft 365, Okta, and related tools, documenting solutions, and escalating complex incidents where needed.

Qualifications

• 1–2 years IT troubleshooting support across hardware and software.
• At least 1 year of Microsoft 365 administration or end-user support.
• Experience with Windows Server 2016 or later desirable.
• Experience supporting Windows 11 laptops in a business environment.
• Experience using an IT service-management or ticketing system desirable.
• Bachelor's degree in IT related field desirable.

Responsabilités

• 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 information and work toward resolution.
• Diagnose and resolve desktop, OS, application, access and connectivity issues.
• Provide remote support through video conferencing and approved tools.
• Install, configure and support approved software and peripheral devices.
• Image, reimage and prepare Windows laptops per standards.
• Perform PC break/fix troubleshooting and coordinate escalations.
• Escalate unresolved or high-impact incidents to Tier 2 or other teams.
• Keep tickets updated and document resolutions and next actions.
• Create and maintain knowledge articles and documentation.
• Follow security, asset-management and support procedures.

Connaissances

Troubleshooting

Communication

Customer service

Ticketing systems

Time management

Independent work

Formation

Bachelor's degree in IT or related field

Outils

Kaseya

Okta

Active Directory

Group Policy

Windows Server 2016+

Ticketing system

Description du poste

Riskonnect, Inc. is seeking a full-time Tier 1 Desktop Support Engineer to provide first-line technical helpdesk support across the Riskonnect environment.

You will triage tickets, resolve common desktop issues, and deliver remote assistance to colleagues in a fast-paced, global team. Focus areas include supporting Windows 11 laptops, Microsoft 365, Okta, and related tools, documenting solutions, and escalating complex incidents where needed.