Technical Support I

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.
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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.
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
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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

Work arrangement
Yes