About the position
Position description:
- Our client is seeking a capable and customer-focused Tier 1/2 Desktop Support Technician to join their technical support team.
- The successful candidate will provide remote and onsite first- and second-line support to users across multiple client environments. The role covers Windows workstations, Microsoft 365 applications, user accounts, endpoint security, printers, mobile devices, basic network connectivity, and general IT hardware and software.
- The technician will take ownership of incidents and service requests, perform structured troubleshooting, resolve issues within their skill level, and escalate server, cloud, network, security, and VoIP problems to the appropriate engineer with complete diagnostic information.
- This position is suited to a dependable and organised support professional who communicates well with users, follows documented procedures, and wants to develop broader systems, cloud, networking, and cybersecurity skills within an MSP environment.
Key responsibilities:
- Provide remote and onsite Tier 1 and Tier 2 technical support to clients and end users.
- Log, categorise, prioritise, update, and resolve incidents and service requests in accordance with agreed service-level agreements and escalation procedures.
- Diagnose and resolve Windows 10 and Windows 11 workstation issues, including operating-system, application, profile, performance, update, and login problems.
- Support Microsoft 365 applications and services, including Outlook, Teams, OneDrive, SharePoint access, Office applications, and mobile-device configuration.
- Perform routine Microsoft 365, Entra ID, and Active Directory user administration, including account creation, password resets, group membership, licence assignment, multifactor-authentication support, and access changes in accordance with approved procedures.
- Complete user onboarding and offboarding tasks, including account preparation, workstation setup, application installation, access configuration, asset allocation, and checklist completion.
- Install, configure, maintain, and troubleshoot desktop computers, laptops, monitors, docking stations, printers, scanners, UPS units, and other peripherals.
- Prepare and deploy workstations using approved builds, applications, security tools, configuration standards, and naming conventions.
- Join devices to Active Directory or Entra ID and configure user profiles, policies, printers, network drives, OneDrive, email, and approved business applications.
- Use remote monitoring and management tools to monitor endpoints, deploy software, apply updates, run maintenance tasks, and provide remote assistance.
- Monitor and address workstation patching, endpoint-protection, disk-space, hardware-health, and other routine endpoint alerts.
- Troubleshoot basic LAN, Wi-Fi, internet, DNS, DHCP, VPN, and remote-access connectivity issues and escalate infrastructure faults where required.
- Provide basic support for VoIP handsets, extensions, headsets, call applications, and connectivity, escalating PBX or SIP-related faults to the VoIP or network engineer.
- Assist users with approved mobile devices, email profiles, multifactor authentication, Microsoft Authenticator, and secure remote-working tools.
- Respond appropriately to suspected phishing, malware, compromised accounts, endpoint-security alerts, and other security concerns, following the incident-escalation process.
- Assist with restoring user files and data from approved backup, OneDrive, SharePoint, or previous-version systems where authorised and supported.
- Escalate unresolved or complex issues promptly, including a clear problem description, troubleshooting performed, logs, screenshots, affected users, business impact, and relevant configuration details.
- Maintain accurate asset records, ticket notes, user information, installation records, support procedures, and client documentation.
- Communicate progress, expected next steps, and resolution details clearly and professionally to clients and internal team members.
- Liaise with vendors and service providers for warranty repairs, hardware replacements, application support, and fault follow-up when required.
- Assist engineers with workstation rollouts, office moves, Microsoft 365 migrations, hardware replacements, network deployments, and other technical projects.
- Identify recurring incidents and recommend updates to documentation, user guidance, standard builds, or support procedures.
- Provide basic user guidance on Microsoft 365, password security, phishing awareness, file storage, printing, remote access, and approved IT practices.
- Keep current with developments in desktop operating systems, Microsoft 365, endpoint security, hardware, and managed IT support.
Qualifications and experience:
- Minimum of two years’ relevant experience in a desktop support, service desk, field support, or managed-services support role.
- Practical experience supporting Windows 10 and Windows 11 desktops and laptops in a business environment.
- Working knowledge of Microsoft 365 applications, including Outlook, Teams, OneDrive, SharePoint, Word, and Excel.
- Experience with routine user administration in Microsoft 365, Entra ID, or Active Directory.
- Experience installing, configuring, and troubleshooting computer hardware, peripherals, printers, applications, and device drivers.
- Working knowledge of networking fundamentals, including TCP/IP, DNS, DHCP, Wi-Fi, VPNs, IP addressing, and basic connectivity troubleshooting.
- Understanding of endpoint-security fundamentals, including antivirus or EDR, multifactor authentication, secure passwords, patching, phishing, and least-privilege access.
- Experience using ticketing, remote-support, and remote monitoring and management tools.
- Ability to follow technical procedures, checklists, security requirements, and change-control processes accurately.
- Strong troubleshooting and problem-solving skills, with the ability to gather relevant information and identify when escalation is required.
- Good written and verbal communication skills, with the ability to explain technical matters clearly and patiently to non-technical users.
- Strong customer-service skills and a professional approach when dealing with clients and users.
- Ability to prioritise multiple support requests and manage workload in a busy MSP environment.
- Ability to work independently on routine support tasks and collaboratively with senior technicians and engineers.
- Willingness to perform onsite work at client premises and assist with scheduled after-hours maintenance when required.
- A valid driver’s licence and own reliable transport are required.
Preferred qualifications and experience:
- CompTIA A+, Network+, Microsoft 365 Fundamentals, Azure Fundamentals, or equivalent certification or practical experience.
- Experience in an MSP, outsourced IT support, or multi-client service-desk environment.
- Exposure to Microsoft Intune, Windows Autopilot, endpoint compliance, or mobile-device management.
- Basic experience with Windows Server, Group Policy, file permissions, shared folders, and print services.
- Exposure to MikroTik, Ubiquiti UniFi, Fortinet, or similar networking products.
- Basic experience supporting VoIP handsets, PBX extensions, SIP services, or softphone applications.
- Experience with backup platforms, OneDrive or SharePoint file recovery, endpoint protection, and security-awareness processes.
Benefits:
- Competitive, market-related salary based on experience and qualifications.
- Opportunities for professional development, technical training, and industry certification.
- A defined development path into systems, cloud, networking, cybersecurity, or VoIP engineering roles.
- Exposure to a broad range of client environments, Microsoft technologies, endpoint platforms, networking products, and support tools.
- A supportive and collaborative working environment with access to experienced technical team members.
- The opportunity to participate in infrastructure projects and develop practical skills beyond desktop support.
Application:
- Our client looking for a proactive, dependable, and detail-oriented support professional who enjoys helping users and solving technical problems.
- The successful candidate will be comfortable taking ownership of support requests, working across multiple client environments, documenting work accurately, and escalating issues appropriately.
- Join the company and develop your technical career while helping us deliver responsive, reliable, and professional IT support to our clients.
- Applicants should submit their CV, relevant certifications, salary expectations, availability, and at least two contactable professional references.
Position description:
- Our client is seeking a capable and customer-focused Tier 1/2 Desktop Support Technician to join their technical support team.
- The successful candidate will provide remote and onsite first- and second-line support to users across multiple client environments. The role covers Windows workstations, Microsoft 365 applications, user accounts, endpoint security, printers, mobile devices, basic network connectivity, and general IT hardware and software.
- The technician will take ownership of incidents and service requests, perform structured troubleshooting, resolve issues within their skill level, and escalate server, cloud, network, security, and VoIP problems to the appropriate engineer with complete diagnostic information.
- This position is suited to a dependable and organised support professional who communicates well with users, follows documented procedures, and wants to develop broader systems, cloud, networking, and cybersecurity skills within an MSP environment.
Key responsibilities:
- Provide remote and onsite Tier 1 and Tier 2 technical support to clients and end users.
- Log, categorise, prioritise, update, and resolve incidents and service requests in accordance with agreed service-level agreements and escalation procedures.
- Diagnose and resolve Windows 10 and Windows 11 workstation issues, including operating-system, application, profile, performance, update, and login problems.
- Support Microsoft 365 applications and services, including Outlook, Teams, OneDrive, SharePoint access, Office applications, and mobile-device configuration.
- Perform routine Microsoft 365, Entra ID, and Active Directory user administration, including account creation, password resets, group membership, licence assignment, multifactor-authentication support, and access changes in accordance with approved procedures.
- Complete user onboarding and offboarding tasks, including account preparation, workstation setup, application installation, access configuration, asset allocation, and checklist completion.
- Install, configure, maintain, and troubleshoot desktop computers, laptops, monitors, docking stations, printers, scanners, UPS units, and other peripherals.
- Prepare and deploy workstations using approved builds, applications, security tools, configuration standards, and naming conventions.
- Join devices to Active Directory or Entra ID and configure user profiles, policies, printers, network drives, OneDri
