Technical Support I

Overview

In this role you provide first-line desktop support for Riskonnect colleagues, triaging tickets and delivering professional remote assistance. You will support laptops, software, and authentication tools like Microsoft 365 and Okta, while following secure, documented processes. You’ll image devices, resolve routine issues, and escalate complex cases to Tier 2. This role sits in Technical Operations and contributes to reliable, security-compliant IT support that keeps the business running.

Responsibilities

• Triage and resolve first-line desktop issues across hardware, software, and services
• Provide remote support via video and approved management tools
• Install, configure, and support approved software and peripherals
• Image and reimage Windows laptops per standards
• Troubleshoot PC, OS, and connectivity problems; coordinate escalation as needed
• Escalate high-impact or complex incidents to Tier 2 or specialized teams
• Maintain accurate ticket notes, communication, and resolution details
• Create and maintain knowledge articles and technical documentation
• Adhere to security, asset-management, and support procedures

Key requirements

• Strong troubleshooting skills with a methodical approach
• Clear, professional communication with users of varying technical levels
• Customer-focused with ownership and timely updates
• High attention to detail in ticket notes and documentation
• Ability to prioritise multiple tickets in a fast-paced environment
• Willingness to learn new technologies and follow documented processes
• Ability to work independently and collaborate across regions and teams

• Clear communication
• Customer-focused
• Attention to detail
• Microsoft 365
• Kaseya
• Okta

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