Tier 1 Desktop Support Engineer – Remote Collaboration

Riskonnect Inc; Greater London; On-site; GBP 28,000 - 36,000; Full time

Job summary

Riskonnect Inc is seeking a full-time Tier 1 Desktop Support Engineer to triage and resolve first-line desktop issues for colleagues across Riskonnect.

You will provide remote support, manage tickets, image Windows laptops, support Microsoft 365, Okta and AD, and escalate complex problems to Tier 2. The role requires 1–2 years of IT support experience and a IT-related degree is desirable.

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 supporting Windows laptops in a business environment.
• 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 desktop, OS, application 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.

Skills

Troubleshooting

Communication

Customer-focused

Documentation

Ticketing

Self-motivated

Independence

Education

Bachelor's degree in IT or related field

Tools

Microsoft 365

Windows 11

Active Directory

Group Policy

Kaseya

Okta

Sophos

Job description

Riskonnect Inc is seeking a full-time Tier 1 Desktop Support Engineer to triage and resolve first-line desktop issues for colleagues across Riskonnect.

You will provide remote support, manage tickets, image Windows laptops, support Microsoft 365, Okta and AD, and escalate complex problems to Tier 2. The role requires 1–2 years of IT support experience and a IT-related degree is desirable.