Technical Support I

Riskonnect, Inc.; Greater London; Hybrid; GBP 28,000 - 36,000; Full time

Job summary

Riskonnect, Inc. is seeking a full-time Tier 1 Desktop Support Engineer in Greater London to triage and resolve first-line IT issues for colleagues. You will provide professional remote support, diagnose desktop and OS problems, and maintain clear ticket notes and documentation.

You will also image and prepare Windows laptops, assist with software installation, and escalate complex incidents to Tier 2 as needed. A proactive, customer-focused approach is essential.

Qualifications

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

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 required information and work toward resolution within service expectations.
• Diagnose and resolve common desktop, OS, 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 Tier 2, infrastructure, security or application support teams.
• Keep tickets accurate and up to date, including troubleshooting steps, user communication and next actions.
• Create and maintain clear knowledge articles and technical documentation.
• Follow Riskonnect security, asset-management and support procedures at all times.

Skills

Troubleshooting

Communication

Customer focus

Attention to detail

Ticket management

Team collaboration

Learning mindset

Education

Bachelor's degree in IT or related field

Tools

Microsoft 365

Kaseya

Okta

Windows 11

Sophos

Active Directory

Group Policy

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