Technical Support I

Riskonnect Inc.; Greater London; On-site; GBP 28,000 - 38,000; Full time

Job summary

Riskonnect Inc. in London is seeking a full-time Tier 1 Desktop Support Engineer to triage tickets and resolve first-line desktop issues. You will provide professional remote support to colleagues across Riskonnect, handling hardware/software problems and assisting with Windows 11 laptops and Microsoft 365.

The role emphasizes strong troubleshooting, clear communication, and careful ticket documentation, with opportunities to grow into higher-tier support across regions.

Qualifications

• 1–2 years of IT troubleshooting 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.
• Bachelor's degree in an IT-related field is desirable.

Responsibilities

• Provide first-line desktop support for hardware and software.
• Triage incoming tickets, assess priority and gather information.
• Diagnose and resolve desktop, OS, and connectivity issues.
• Provide remote support via video and management tools.
• Install, configure and support software and peripherals.
• Image and reimage Windows laptops per standards.
• Coordinate escalation for high-impact incidents.
• Keep tickets up-to-date with communication and resolutions.
• Create and maintain knowledge articles and docs.
• Follow security and asset-management procedures.

Skills

Troubleshooting

Communication

Customer focus

Attention to detail

Ticket management

Learning mindset

Independent work

Collaboration

Education

Bachelors degree in IT-related field

Tools

Microsoft 365

Kaseya

Okta

Windows 11

Sophos

Active Directory

Group Policy

Software deployment

Laptop imaging

Job description

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
• Sophos
• Active Directory and Group Policy
• 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 escal...
• Ability to work independently while collaborating effectively with colleagues across regions and teams.

• 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