Provides Tier 1 desktop support by triaging tickets, diagnosing hardware, software, operating system, access, and connectivity issues, and resolving incidents remotely. Responsibilities include Microsoft 365, Okta, Windows laptop imaging, software installation, PC break/fix troubleshooting, ticket documentation, knowledge-base maintenance, and escalation of complex issues. The role supports users across regions while following security, asset-management, and technical support procedures.
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.
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.
_________________________________________________________________________________
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
Riskonnect London, England Office
11 Leadenhall Street, Spitalfields, London, United Kingdom, EC3V 1LP
Riskonnect Maidenhead, England Office
1 Grenfell Rd, Maidenhead, United Kingdom, SL6 1HN
Similar Jobs
Blockchain • eCommerce • Fintech • Payments • Software • Financial Services • Cryptocurrency
Own the full outbound B2B sales cycle for SMB and mid-market merchants, from prospecting and pipeline development through multi-product discovery, negotiation, and close. Build net-new business through cold outreach and strategic campaigns, manage complex multi-stakeholder deals, maintain accurate Salesforce forecasts, collaborate cross-functionally, and consistently achieve revenue targets.
Top Skills:
Salesforce
Blockchain • eCommerce • Fintech • Payments • Software • Financial Services • Cryptocurrency
Own the full outbound sales cycle for SMB and mid-market merchants, from prospecting through negotiation and close. Build pipeline through cold outreach and targeted campaigns, develop tailored multi-product solutions, conduct discovery and demos, manage complex deals, forecast accurately in Salesforce, and consistently exceed revenue targets. The role requires consultative B2B selling, net-new business development, strong negotiation skills, and experience with SaaS or fintech sales.
Top Skills:
Salesforce
Cloud • Computer Vision • Information Technology • Sales • Security • Cybersecurity
Provide incident handling, malware analysis, forensic investigation, remediation, detection engineering, and security automation across Windows, macOS, and Linux environments. Configure and optimize CrowdStrike Falcon modules, develop security content and automations, advise customers during incidents, produce technical findings, and support platform onboarding. The role also involves customer communication, thought leadership, operational improvement, and mentoring.
Top Skills:
.NetAi TechnologiesCC#Crowdstrike FalconDlpEdrFirewallsLinuxmacOSPerlPowershellPythonRuby On RailsSIEMVisual BasicWindows
What you need to know about the London Tech Scene
London isn't just a hub for established businesses; it's also a nursery for innovation. Boasting one of the most recognized fintech ecosystems in Europe, attracting billions in investments each year, London's success has made it a go-to destination for startups looking to make their mark. Top U.K. companies like Hoptin, Moneybox and Marshmallow have already made the city their base — yet fintech is just the beginning. From healthtech to renewable energy to cybersecurity and beyond, the city's startups are breaking new ground across a range of industries.
