Technical Support I

TravelCenters of America; Greater London; Vor Ort; GBP 28.000 - 38.000; Vollzeit

Zusammenfassung

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.

Qualifikationen

• 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.

Aufgaben

• 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.

Kenntnisse

Troubleshooting

Communication

Customer service

Ticketing systems

Time management

Independent work

Ausbildung

Bachelor's degree in IT or related field

Tools

Kaseya

Okta

Active Directory

Group Policy

Windows Server 2016+

Ticketing system

Jobbeschreibung

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 escal…?
• 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