At a Glance
- Tasks: Provide first-line technical support and troubleshoot desktop issues for colleagues.
- Company: Join a dynamic team at Riskonnect, a leader in tech solutions.
- Benefits: Enjoy competitive pay, remote work options, and opportunities for growth.
- Other info: Fast-paced environment with a focus on learning and collaboration.
- Why this job: Make a difference by helping others solve tech problems every day.
- Qualifications: 1-2 years of IT support experience and strong troubleshooting skills required.
The predicted salary is between 33750 - 41250 £ per year.
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
- Sophos
- Active Directory and Group Policy
- 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 escal...
- Ability to work independently while collaborating effectively with colleagues across regions and teams.
- 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
- #J-18808-Ljbffr
Technical Support I employer: Riskonnect, Inc.
At Riskonnect, Inc., we pride ourselves on fostering a dynamic work culture that champions innovation and collaboration. As a Senior Product Manager in our vibrant team, you will have access to cutting-edge technology and the opportunity to lead impactful projects that shape the future of GRC analytics. Our commitment to employee growth is evident through continuous learning opportunities and a supportive environment that encourages creativity and professional development.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support I
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Riskonnect, Inc.. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Riskonnect, Inc. before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Technical Support I
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Riskonnect, Inc.:Your cover letter is your chance to shine! Tell us why you want to work at Riskonnect, Inc. specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Riskonnect, Inc.!
How to prepare for a job interview at Riskonnect, Inc.
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
