Radius
Information Technology Support Engineer
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Radius is seeking an IT Service Desk Engineer with hands-on experience for an SME organisation based in East London.
Your role is to log new tickets and resolve 1st line issues remotely and/or hands-on.
The Role
As a Service Desk Analyst, you’ll provide 1st/2nd line technical support, assist with customer onboarding, and support the delivery of infrastructure and cloud solutions.
Key Responsibilities
- Respond promptly to incoming support requests via phone, email, or chat, ensuring each customer feels valued and heard
- Diagnose and troubleshoot common technical issues related to hardware, software, and network connectivity with confidence and clarity
- Guide users through step-by-step solutions, providing clear instructions tailored to their level of technical knowledge
- Log all support interactions accurately in the ticketing system, tracking issue status and resolutions for continuous improvement
- Escalate complex problems to specialized teams when necessary, ensuring timely resolution and minimal disruption
- Provide 1st/2nd line technical support to internal users
- Troubleshoot desktop, server, networking, and Microsoft 365 issues
- Support Microsoft Intune, Entra ID, and endpoint management
- Build, configure, and deploy laptops, desktops, and mobile devices
- Assist with the technical onboarding of new employees
- Configure and support networking equipment, including firewalls, switches, wireless networks, and VPNs
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Essential Skills & Experience
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- Strong experience supporting Microsoft 365 environments
- ServiceNow or Remedy or similar systems
- Microsoft Intune and Entra ID
- Windows 10/11 and Windows Server administration
- Active Directory and Group Policy
- Networking fundamentals (DNS, DHCP, TCP/IP, VPNs, Firewalls, and Switching)
- Excellent troubleshooting and diagnostic skills
- Strong communication and customer service skills
- Ability to prioritise workloads and manage multiple tasks effectively
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