Tier 1 Desktop Support Engineer - Remote

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

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.