Fulcrum Digital Inc
Desktop Support Engineer
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IT End User Support
We are seeking a proactive and customer-focused IT End User Support to join our team on a contract-to-hire basis. This role is essential in delivering high-quality technical support for our internal users, primarily supporting the Insurance team in London, while also managing ServiceNow tickets from users across our global operations.
You will serve as the first point of contact for hardware and software support, including laptop troubleshooting, Windows OS issues, Office 365 support, password resets, and general desktop-related issues.
Key Responsibilities
- Provide hands-on and remote support for end-user devices (primarily Windows laptops).
- Troubleshoot and resolve issues related to:
- Windows 10/11 operating systems
- Microsoft 365 suite (Outlook, Teams, OneDrive, Word, Excel, etc.)
- Password resets and account lockouts
- VPN and remote access issues
- Printer, peripheral, and basic network connectivity issues
- Act as primary IT support liaison for the London-based Insurance team, ensuring high responsiveness and service quality.
- Monitor and manage incoming IT requests through ServiceNow, ensuring timely resolution and documentation.
- Coordinate with global IT teams to escalate and resolve complex issues.
- Maintain accurate records of all support interactions and steps taken in ServiceNow.
- Assist in user onboarding/offboarding activities (device setup, account provisioning, etc.)
- Provide basic support and guidance on IT policies, procedures, and best practices.
- Contribute to the creation and maintenance of user guides and internal knowledge base articles.
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Requirements
Must-Have Skills & Experience:
- 2+ years of experience in a similar end-user support or desktop support role.
- Strong working knowledge of:
- Windows 10/11 OS
- Microsoft Office 365 (Outlook, Teams, Excel, Word, etc.)
- Active Directory (user management and password resets)
- Experience with ServiceNow or similar ITSM tools.
- Familiarity with laptop hardware and basic troubleshooting.
- Experience supporting users in a corporate environment, ideally across multiple time zones.
- Excellent interpersonal and communication skills with a customer-first attitude.
- Ability to prioritize tasks in a fast-paced, ticket-driven environment.
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Nice-to-Have:
- Previous experience supporting Insurance or Financial Services teams.
- ITIL Foundation certification.
- Experience with remote desktop tools (e.g., Microsoft Remote Assistance, TeamViewer).
- Basic understanding of SCCM or Intune for device management.
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