Tier 1 Desktop Support Engineer — Remote Help

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

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.