Riskonnect
Technical Support I
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The Opportunity
The Technical Operations team has an immediate opening for a full-time Tier 1 Desktop Support Engineer. This role is responsible for triaging incoming support tickets, resolving first-line desktop support issues and providing professional remote support to colleagues across Riskonnect.
Primary 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 the required information and work toward resolution within agreed service expectations.
- Diagnose and resolve common desktop, operating system, 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 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.
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Technology and Application Exposure
- Microsoft 365
- Kaseya
- Okta
- Windows 11
- Zoho
- Sophos
- Active Directory and Group Policy
- Darktrace
- PC troubleshooting
- Software installation and configuration
- PC break/fix support
- Laptop imaging and reimaging
Your Current Skillset Will Include
- Strong troubleshooting skills and a structured, methodical approach to problem-solving.
- Ability to communicate technical information clearly and professionally to users with different levels of technical knowledge.
- Customer-focused approach with patience, ownership and a commitment to timely updates.
- High attention to detail, particularly when recording ticket notes and writing technical documentation.
- Ability to prioritise multiple tickets and work effectively in a fast-paced support environment.
- Willingness to learn new technologies, follow documented processes and escalate appropriately.
- Ability to work independently while collaborating effectively with colleagues across regions and teams.
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Desirable
- 1 to 2 years of experience providing 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.
- Bachelors degree in IT related field is desirable.
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